Duration: Permanent
Location: Ireland
Reports to: Head of IT - Customer Services, UKIME
Type of Role: Office Based
Reference no: 5735
The Role
To ensure support to customers in our Dublin office, assisting them with hardware and software problems, via phone or email, so that customers can accomplish business tasks. This includes actively resolving escalated requests within established SLAs. Problem resolution may involve the use of diagnostics and help from service owners. Also, support our UK colleagues where required.
Responsibilities
- Provide first and second-line technical support, answering user queries relating to hardware and software problems, via desk visits, phone, and email.
- Answer and log all service desk calls that are received via desk visits, telephone, and email in a timely manner, escalating any issues to third-line support when required.
- Proactively monitor the TSS queues.
- Resolve IT Support issues, aiming to resolve as many calls as possible as the first point of contact.
- Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, and offering mitigations where applicable.
- Maintenance of user accounts on various systems, including AD and Exchange.
- Maintenance of the Firm’s hardware, i.e. mobile devices, laptops, PCs, monitors, etc.
- Process management such as new joiners, leavers, mobile distribution, laptop loans, etc.
- Assist with Conference / Meeting Room assistance.
- Software problem resolution – legal and bespoke.
- Building and installing PCs and mobile devices (e.g. laptops, Yogas).
- Assistance with Project work and implementation.
- Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.
- Alert management and service owners to emerging trends in incidents.
- Assist in software releases and rollouts according to Change Management best practices.
- Work closely with third-line technical support to increase first-time fix rate.
- Build rapport with customers and colleagues.
- Escalate incidents with accurate documentation to service owners, when required.
- Record, track and document the Service Desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through the internal and external knowledge base, as needed.
- Test fixes to ensure the problem has been adequately resolved.
- Provide assistance to colleagues, when request volumes are high.
- Perform post-resolution follow-ups with colleagues, as required.
- Develop Help sheets and FAQ lists for customers and colleagues.
- Contribute to knowledge base and training, as needed.
- Reinforce SLAs to manage customer expectations.
- Provide suggestions for continual improvement.
- Analyse user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work.
- Monitor the local office call queue for incidents ensuring all issues raised are dealt with in an effective & efficient manner, where possible ensuring these incidents do not breach the 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.
- Support and maintain mobile devices, alongside the associated applications delivered through MobileIron.
- Test new software and hardware, and perform installations and updates for all IT equipment including desktops & laptops.
- Manage the pool laptop process.
- Maintained hardware stock levels and liaised where necessary, working with IT Procurement.
- Supporting Citrix and home devices.
- Build & rebuild of IT equipment with an understanding of imaging software.
- Be aware of the technologies, ITIL & ISO processes, and procedures in use within the department.
- Log all IT incidents and Service Requests on the IT Service Management solution and, where appropriate, escalate any issue to third-line support in a timely manner.
- Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, and offering mitigations where applicable.
- Work as part of a team, with a positive ‘can-do’ attitude, sharing advice and workload to provide the best possible service to users.
- Be aware of the technologies, ITIL & ISO processes, and procedures in use within the department.
- Adhere to local and regional IT operational standards.
- Other duties as assigned to fully meet the requirements of the position.
Required experience, skills, and attributes
Technical Skills
- Experience in an IS / IT technical client-facing role, ideally in a professional services environment.
- Experience of using call logging software would be desirable.
- Experience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficial.
- Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
- Good knowledge of Microsoft-based operating systems with an emphasis on Windows 10.
- Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, and MS PowerPoint.
- Experience with using and troubleshooting Outlook O365 within a network environment (permissions, calendar sharing, delegation, etc.)
- Knowledge of Internet Explorer, Google Chrome and Edge.
- Desirable knowledge of document management systems.
- Demonstrable experience working with mobile devices; experience working with telephony systems would be advantageous.
- The ability to document IT processes and procedures would be beneficial.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes would be beneficial.
Personal Skills and Attributes
- Excellent written and verbal communication skills.
- Able to interact positively at all levels within the firm and a good team player.
- Able to demonstrate excellent client/customer-facing skills, with a keen interest in understanding general business needs.
- Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved.
- Able to exercise tact and diplomacy in an organisational setting.
- Able to make decisions and remain calm while under pressure – particularly when dealing with difficult situations.
- Able to absorb and retain information quickly.
- Able to work closely with third-line teams.
- Methodical approach to work, with a strong focus on accuracy and quality.
- Able to work under pressure to tight deadlines or targets and can adapt to differing demands; prioritising tasks, where appropriate.
- The confidence and resilience to overcome obstacles to deliver what is required.
- Demonstrating initiative and the ability to be proactive, while also being able to follow instructions and provide support to colleagues.
- Can carry out all responsibilities in a way that supports the practice’s values and promotes its equal opportunities and diversity principles.
- Able to be an ambassador for Dentons IT, being professional in outlook, attitude, and appearance.
- Previous experience working in the Legal industry would be beneficial.
Firm Profile
Across over 80 countries, Dentons helps you grow, protect, operate and finance your organization by providing uniquely global and deeply local legal solutions. Polycentric, purpose-driven and committed to inclusion, diversity, equity, and sustainability, we focus on what matters most to you. 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 that 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 [email protected].
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 [email protected] – Enquiries only please, applications will not be accepted via email.
Please note that we will not accept unsolicited CVs sent to the business, nor will we accept any associated terms of business.
