(1st line) IT Service Desk Analyst (3-month FTC from April 2020; midnight-8.00am; or 6.00pm-2.00am)

The Firm HFW is an ambitious international law firm with a strong and growing global presence. We have a HFW is a sector focused global law firm. We have over 500 lawyers working across the Americas, Europe, the Middle East, Asia and Australia. We take a progressive approach to our roles in commercial business – thinking creatively and pragmatically to support our clients. Whether we are solving complex issues within the construction, aviation or shipping industries, or providing advice across insurance, commodities and energy we are specialist lawyers here to add value to our clients. We think about the commercial solution first, and then underpin our advice with a solid foundation of legal expertise. The Department Information Technology at HFW is key to the success of the firm. Put simply, we provide the capability for our people to be entrepreneurial, creative and collaborative. The IT Department operates 24x7x365 and has c45 staff – with London and Hong Kong being the primary and secondary locations respectively. The IT Customer Services team consists of 18 people with Service Desk, Technical Escalation, and IT Training functions. The team is the key interface between the customer and both the Operations and Project & Development teams. The Role The IT Service Desk is responsible for providing a professional and high quality service to the firm's internal clients. It operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The team delivers support in an efficient, positive, helpful and enthusiastic manner an excellent customer experience is our goal. Duties and Responsibilities The role will include but will not be limited to : Being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail) is dealt with promptly, efficiently, competently, and professionally. Providing remote technical support for computer applications and hardware, including: Microsoft Office Suite (2016), Windows 10, document management system (FileSite), time recording system (IntApp), practice management system (Elite 3E), digital dictation (BigHand), Workshare Compare, third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, remote access (VPN, RSA, Citrix), mobile technologies (iOS, Android), remote desktop (VNC). Using our IT service management tool to provide appropriate troubleshooting, tracking log, escalation and documentation. Owning call resolution from first contact through to customer satisfaction. Ensuring all calls that cannot be resolved first line are escalated in accordance with the agreed procedures, ensuring that service levels are maintained. Ensuring that customers are kept aware of progress on their issues. Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues Ensuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department. Any other ad hoc duties as may be required. Skills and Experience Required Technical Excellent troubleshooting skills, with demonstrable general knowledge of desktop hardware, and laptops. A minimum of 12 months' IT help desk support experience within a law firm or IT helpdesk for law firms outsourced provider. Experience of core Microsoft Office 2016 products – Word, Excel, PowerPoint and Outlook. General understanding of legal software(s). Audio/Video conference knowledge desirable. ITIL Foundation qualification desirable. Person Customer-focused with a flexible attitude Excellent communication skills Good understanding of a high pressured, professional services environment Able to work under pressure and to tight deadlines Ability to see tasks through to completion Logical and calm, able to inspire confidence and credibility High discretion and confidentiality Additional Information This role will be for a fixed-term of three months commencing April 2020. After an initial induction period in the office during normal working hours, the job-holder will be required to work the hours stated, either in the office (and the firm will reimburse petrol expenses) or from home. Please state with your application whether you would prefer to work from midnight to 8.00am; or from 6.00pm to 2.00am. Also, your current/previous salary, and salary expectations. Kindly note that this job description is not contractual. It will be reviewed periodically and may be amended or altered to meet the needs of the firm. Due to the volume of applications, only those candidates shortlisted for interview will be contacted. HFW endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, HFW operates a preferred supplier list. HFW collects and processes personal data relating to job applicants to manage its recruitment process. The firm is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. For information on how the firm will process your data, please see our Privacy Notice on our website ( www.hfw.com/Privacy-Notice ), in the section "What we collect and how we use it". HFW aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff. All applications will be considered only on merit and the applicant's suitability to meet the requirements of the role.