Local Support Specialist

Employer
Dentons
Location
London (Central), London (Greater)
Salary
Competitive
Closing date
30 Sep 2022

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Job Details

The department

Information technology underpins much of Dentons ability to offer unparalleled attention to our clients, supported by the highest quality of legal advice.   The IT department provides a world class service to its internal stakeholders and is both service driven, business led. 

We are seeking an experienced desktop support specialist to join our team in London.  Our ideal candidate is a highly self-motivated team player, with first class communication skills, a tactful, diplomatic approach and has an analytical mind-set.  The successful candidate may be required to periodically provide weekend cover. This is usually done from home but may need to be on-site in exceptional circumstances

Purpose of role

To provide the local office users with technical assistance, advice and where necessary training regarding the LAN/WAN, hardware & software environments including but not limited to desktop/laptops, IP Telephone system & AV Video Conference systems.

Responsibilities

  • Provide user support and resolution of 1st/2nd line technical issues, including basic training on both hardware and software incidents
  • Answer, log and solve calls relating to IT hardware, software, network, printer and telephony
  • Incidents that are reported via telephone, email or face to face.
  • Undertake desk side visits and floor walking to provide support, advice and consultancy to all users to allow them to gain maximum value from IT systems.
  • Monitor the local office call queue for incidents ensuring all issues raised and dealt with in an effective and efficient manner, where possible ensuring these incidents do not breach agreed SLA.
  • Continue to develop a sound understanding of all skills required for the role in an effort to continuously improve the services offered by the IT Team, in line with the level of responsibility of the role.
  • Carry out internal setups / moves of IT equipment.
  • Maintain inventories and carry out audits of equipment in the London office.
  • Setup and configure IT and AV equipment as required for both internal and client facing events.
  • Test new software and hardware, perform installations and updates for all IT equipment including desktops and laptops.
  • Be aware of technologies, ITIL processes & procedures in use within the department and update where necessary.
  • Build and re-build of IT equipment with an understanding of imaging software.

Required experience, skills and attributes

This role offers a wide variety of work in a small, hardworking team. As an ambassador for the IT department, the successful candidate will be able to quickly build productive relationships with clients. They would ideally have an IT background with either College/University computing qualifications and have an investigative approach to problems.

Skills:

Essential

  • Experience of Document Management software
  • Experience of working in a professional services environment
  • Demonstrate ability to follow and create procedural documentation
  • Experience of Call Logging applications
  • Experience of desktop support
  • Strong problem solving skills with an analytical mindset
  • Sound knowledge of all of MS Office 2000 - 2016 suites
  • Technical ability surrounding Microsoft desktop products (Windows 7 and Windows 10)
  • Knowledge of User Administration via Active Directory

Desirable

  • Knowledge of the legal business
  • IT / support qualifications
  • Knowledge of ITIL / ITIL V3 Foundation Certificate
  • Basic knowledge of networking, switches etc.
  • Knowledge of IP Telephony

Language Capabilities

We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities.

The firm

Dentons is the world's largest law firm, delivering quality and value to clients around the globe.  Dentons is a leader on the Acritas Global Elite Brand Index, a BTI Client Service 30 Award winner and recognised by prominent business and legal publications for its innovations in client service, including founding Nextlaw Labs and the Nextlaw Global Referral Network.  Dentons' polycentric approach and world-class talent challenge the status quo to advance client interests in the communities in which we live and work.  www.dentons.com.

Diversity & Inclusion

Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences.

We undertake and support a number of internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved. We welcome you to learn more about diversity and inclusion at Dentons.

Equal opportunities

Dentons is committed to providing equal opportunities for all. We welcome applications from candidates with disabilities and support those in the workplace who have a disability. Any disability disclosure will be dealt with confidentially and sensitively and if you want to speak directly to a member of our team, please email recruitment.matters@dentons.com.

NO AGENCIES PLEASE

 If you are interested in applying for this position, we welcome direct applications via our careers page, but if you have any questions beforehand please email recruitment.matters@dentons.com – Enquiries only please, applications will not be accepted via email.

Please note that we will not accept unsolicited CV's sent to the business, nor will we accept any associated terms of business.

Company

Looking for a firm where you can realise your potential and build a rewarding career? Then apply yourself at Dentons.

Dentons is the world's largest law firm, with more than 12,000 lawyers and professionals. It is a force for innovation and change in the commercial legal market today.

The legal profession is changing rapidly and Dentons is leading the way in advancing change for the benefit of clients. We are driven to challenge the status quo, delivering consistent and uncompromising quality and value to our clients in new and innovative ways.

Global and local market forces are rapidly changing the practice of law. Clients expect high-quality, seamless service delivered faster, cheaper and better everywhere. Globalisation and the corresponding desire to protect cultural identity are creating challenges and opportunities for law firms around the world. By joining Dentons, you can help us meet these challenges.

Our vision is to be the law firm of the future, right now. Our strategy is to grow, integrate and reinvent our business. You have the opportunity to help build the law firm of the future and be a part of the strategy that gets us there.

Who do we hire?

One of the things that makes Dentons unique is our polycentric approach: we have no one global headquarters and no dominant national culture. That means that, here in the UK and Ireland, we have colleagues performing all functions of the Firm. We not only hire qualified lawyers and other fee earners, but also the full suite of business support professionals.

Our UK and Ireland core values are important to us – "Always Human", "Stronger Together", "Here to Win". This helps to shape our culture and how we work with each other, our clients and our communities.

At Dentons, we believe that inclusion and diversity are essential to the success and strength of the Firm and the quality of our advice to, and representation of, our clients. We are committed to providing a flexible environment where everyone respects, supports and learns from our collective skills, talents and differences. By attracting, supporting, promoting and retaining individuals from all backgrounds, inclusive of race, ethnicity, faith, religion or spiritual beliefs, gender, gender identity, age, sexual orientation, abilities, social perspective and other characteristics, we create a dynamic and inclusive work environment that is critical to our success. You can read more about what we are doing to achieve this on our Inclusion & Diversity pages.

We welcome applications from candidates with disabilities and support those in the workplace who have a disability. Any disability disclosure will be dealt with confidentially and sensitively. If you want to speak directly to a member of our team, please contact recruitment.matters@dentons.com.

We are a truly global law firm and, as such, always welcome hearing from those with foreign language capabilities.

Why should you join the Firm?

We provide innovative solutions to our clients by attracting, retaining and developing the best talent. At Dentons, you will develop your skills and knowledge in an open and supportive environment. You will be both stretched and challenged. You will experience an international network that fosters a collegiality unmatched at other firms.

We are proud of the achievements of our Firm members, both professionally and within our wider communities.

Helping our clients prosper and grow is what Dentons is all about. We focus on meeting the evolving needs of our clients in virtually every sector. We care about the long-term success of each one of our clients and strive to build a trust-based partnership.

We want to give everyone the opportunity to develop their potential fully and, therefore, provide support, training and encouragement to members of staff at all levels. Our award-winning Talent & Development team has access to a wealth of resources to support you throughout your career at Dentons. With these, and our formal developmental packages, we will help you to achieve your career goals.

What benefits and support are available?

Dentons understands the need to retain quality employees, which is why the Firm offers a huge range of employee benefits. From health insurance and critical illness cover, to gym membership and income protection, employees and their loved ones are well looked after at Dentons. Dentons has an in-house counsellor and fully trained mental health first aiders.

In light of the increasing numbers of working parents with dependent children, and other caring responsibilities, Dentons provides support for loved ones through a Parents & Carers network and resources such as My Family Care and Cityparents.

Where in the UK and Ireland are we based?

We have offices across the UK: London, Milton Keynes, Edinburgh and Glasgow and Aberdeen and also in Dublin, Ireland. In addition, a growing number of our roles are for remote workers based anywhere in the UK. The description of each position details where the successful hire can be based.

The way we work

At Dentons the way we work is built on trust, empowerment and all round flexibility. With diversity at our core, our approaches to work are as varied as we are. We support our staff to be their best selves, helping them make the right choices in where and how we work in order to deliver the very highest level of service to our clients, ensuring we are able to carry out our roles in their widest sense to support our teams, our personal development and our own preferences.

We have worked with, and listened to, all of our employees and now have three recognized ways of working. These categories are as follows;

Office based - Office based workers are those who need to be in the office every day as their physical presence is intrinsically linked to their specific role, this applies to a small proportion of our workforce/teams.

Virtual workers – Our virtual workers have no need to attend an office and as such, are fully remote. We have successfully implemented this model across both our Legal Delivery Centre and ARC real estate teams. Members of these teams are provided with all necessary equipment and an allowance to create a workspace in their own home and won't be expected to come to an office. At the moment all virtual workers must be in the based in UK.

Hybrid workers – For the majority of our workforce we have implemented a hybrid model whereby there is no minimum (or maximum) number of days they must work from an office location. Instead we give them the freedom to decide with their team how efficiently and effectively they can deliver the best service to our clients, work with our colleagues and progress their own personal development whilst recognizing the need to adjust plans where circumstances require. Each hybrid worker is given an allowance to create a workspace in their own home.

At Dentons, we are always open to improvement and challenging ourselves so should you have a current way of working that is different to our model then please let us know at the application stage and we would love to discuss it with you!

Find Us
Website
Telephone
+44(0) 20 7242 1212
Location
One Fleet Place
London
EC4M 7RA
United Kingdom
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