About Ashurst:

Ashurst is a leading progressive global law firm with a rich history, celebrating its bicentenary in 2022. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. To find out more please visit www.ashurst.com.

Department/Role overview:

Provide a professional IT Support service to the whole firm. End to end management of all software and hardware incidents and service requests by providing remote, at desk, Audio Visual, desk phone, mobile device and floor walking support. Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.

Hours:

Monday to Friday, 37.5 hours per week, 8 hours a day (including an hour for lunch) The shift will be between the hours of 08.00 - 18.00. However you will be required to work such additional hours as are necessary to carry out your duties

Main responsibilities:

• Provide 1st & 2nd level support of all incidents and service requests of all Ashurst IT systems/services
• IT Support "At desk", occasionally provide remote and, telephone based support
• Provide floor walking support to the Glasgow Office, log all incidents and requests that arise through floor walking
• Support UK & international offices with equivalent services where necessary.
• Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
• End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
• Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
• Manage all end user administration such as joiners, leavers etc
• Configuration and asset management
• Creating and maintaining knowledge articles
• Management/support of pool and permanent laptops
• Some user administration tasks
• Mobile device support
• Point of contact for projects within the firm from inception as instructed by manager
• AV and VC Overflow support

Essential skills and experience:

Soft Skills:

• Excellent Customer service skills
• Consistent provision of a responsive, effective and personable IT support service to exceed customer expectations
• Work in accordance to ITIL processes and procedures
• Use initiative with a positive and can do attitude
• Identify business impacting incidents and escalate according to the escalation process
• Ability to communicate effectively with a confident manner
• Excellent attention to detail and in all written communication
• Tactful and diplomatic when dealing with pressurised situations
• Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
• Ability to work effectively alone and within your team/group or project, under the appropriate supervision
• Flexible approach to role
• Highly motivated, willing to continually update knowledge and skill set
• Ability to liaise and communicate with all levels within IT and across the business including Senior Partners and Directors.

Technical Skills:

• Analysis and troubleshooting skills of all IT incidents
• Microsoft Office 365 & Intune
• Windows 10
• iManage or similar content management application
• filesharing issues
• Bighand 3 or similar digital dictation software
• AD & Azure AD Administration
• Installation/moves of hardware such as printers, PC's and all peripheral items
• Knowledge of remote working solutions VPN
• Knowledge of building PC's and troubleshooting support issues
• Knowledge of configuring and troubleshooting support issues
• Health and safety awareness in the working place
• Cherwell

Background checks:

In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.