Service Desk Technician - FTC

Overview

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract.

Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services.

The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business.

08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis).

The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate.

• Manages all incoming incidents and service requests in accordance with standard procedures and documented processes
• Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
• Provides proactive incident management across all global queues for regional tickets
• Maintains high 1st time fix resolution rates on all relevant service desk tickets
• Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems
• Operates within and makes suggestions for improving service desk standards and guidelines
• Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Works with vendor support contacts to resolve technical issues within the service desk environment
• Defines, documents and maintains relevant service desk processes including all relevant communication activities
• Adheres to all IT and user quality assurance practices/processes
• Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
• Accurately maintains all relevant applications support documentation including the on-line knowledge base
• Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion
• Maintains proactive working relationships between your team and other teams within the IT department and the users
• Provide mentoring and coaching to other team members with respect to technology and processes used within the firm
• Delivers proactive communication via recognized channels
• Provide on-call assistance when needed
• Assist in other area's in IT when needed and perform other duties as directed
• Work overtime or hours other than those normally scheduled whenever the Firm deems necessary.

• Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
• COMPTIA A+, ITILv4 Desirable
• Degree in related field is preferred or equivalent work experience

Experience:

• 3+ Years Experience as a…