IT User Support Specialist

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Job Title

IT User Support Specialist

Department

IT Service Delivery

Office Location

London

Reports To

Regional IT Manager – UK & SA

Working Hours

35 hours per week, falling between the days of Monday 07:30am to Friday 7:00pm on a shift rota.  Excluding Bank Holidays and Public Holidays.  Out of hours work may be required.

Firm Description

Hogan Lovells is one of the leading global law firms.  Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach.  Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa. 

With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally.  Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

Department Description

The team provides second line IT support primarily to the office within the South Africa, but they also assist the user base of other offices when local offices may be closed or there are no onsite support personnel available.  The bulk of support is provided remotely using remote desktop tools but there is often a requirement to also undertake desk visits.

The team work to high expectations and are expected to demonstrate the firm's values:

• Clients come first  

• Excellence in all we do 

• One team worldwide 

• Commitment to our firm’s success

• Good citizenship

The Information Technology Department is responsible for the implementation, provision, and support of all information and technology services within the firm. The IT Department is a business services function that supports and contributes to the objectives of the legal practice. Members of this department are expected to fit into the firm's culture and be committed to providing a high quality of service to our customers. 

Role Overview

The role of the User Support Technician is to provide second line IT support to the business. This involves taking ownership of incidents & requests that have been assigned / escalated to the User Support team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

The User Support Technician provides support primarily to the London office but may also be called upon to assist the user base of other offices in the region.

• Supporting the delivery and support of desk side services and support to end users in the UK, at the request of the IT Regional Manager, Service Desks or at the direct request of end users.

• Supporting the IT Regional Manager in the delivery of 2nd line support to users in the UK , Asia, and other regions as required.

• Supporting the management of incidents & requests that have been assigned / escalated to the User Support team and support troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

• Supporting the timely and accurate fulfilment of equipment related requests (moves, additions, and changes) to include desktops, laptops, mobile devices, printers, and other equipment as required in the UK.

• Planning for and overseeing support for major offices moves and/or large-scale equipment requests out-of-hours in UK.

• Ensuring the delivery of excellent customer service, standardised with measured and appropriate key performance metrics.

• Fostering positive communications and close cooperation between London/Birmingham based User Support Team and the Service Desks in the US and South Africa, and other teams within Service Delivery and IT.

• Other activities requested by the IT Regional Manager.

Key Responsibilities / Accountabilities

• Responsible for working as part of a team to provide a highly mobile and high-quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.

• Install, configure, upgrade and support hardware such as but not limited to laptops, desktop PC's, printers, telephones and mobile devices.

• Install, upgrade, and troubleshoot all applications that fall under the HL application suite.

• Assist in testing new software & hardware, providing constructive feedback as required.

• Maintain accurate stock levels and associated records.

• Follow appropriate processes and procedures in relation to assets' life cycle.

• Perform desk or departmental moves at a time times that doesn't impact the end user’s ability to work

• Provide 2nd line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.

• Provide support at events and meetings in line with the business requirements

• Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.

• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.

• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.

• Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.

• To constantly and pro-actively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team

• Provide back-up and support the London based AV team when they are shorthanded and/or when support is needed during extended core hours.

• There will be a requirement to work overtime and / or work overseas on occasions as required by the needs of the business.

Incident Management

• Using the Incident Management tool to record and accurately create / update all Incidents/Requests in line with defined quality requirements

• Maintain high levels of incident ownership through the incident lifecycle to satisfactory Customer resolution

• Categorising and escalating incidents and service requests in line with the Firms Incident Management Process

• Setting the user's expectations in relation to incident resolution or service request fulfilment.  These should be in line with the agreed SLTs.

• Provide timely and constructive feedback in de-escalations of incidents / requests that have been incorrectly assigned.

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services.

All members of the firm participate in our Responsible Business program.

Person Specifications

Qualifications and Training

• At least two years experience in a similar role.

• Strong knowledge of Microsoft Office 2010 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (BlackBerry and iOS) preferred.

• Familiarity with Windows administration and networking. 

The Candidate

Specific responsibilities shall include but are not limited to:

• Performing call and ticket analysis to ensure that all customer contacts are documented, and information related to an incident or service request, from the time reported until resolved, is included and tickets meet or exceed quality standards.

• Ensuring that incident management processes are followed, including routine review of tickets to spot trends and actively working with teams across IT to affect lasting fixes to problems.

• Being the main point of contact for technical escalations as well as ensuring root cause analysis is completed when required.

• Managing the IT Co-ordinator to oversee the maintenance of accurate and up to date equipment inventories, routinely performing audits to account for stock levels.

• Support the documenting of processes and procedures, taking into consideration current policies, and ensuring the information remains current.

• Responsible for working as part of a team to provide a highly mobile and high-quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.

• Install, configure, upgrade and support hardware such as but not limited to laptops, desktop PC's, printers, telephones and mobile devices.

• Install, upgrade, and troubleshoot all applications that fall under the HL application suite.

• Assist in testing new software & hardware, providing constructive feedback as required.

• Follow appropriate processes and procedures in relation to assets' life cycle.

• Perform desk or departmental moves at a time times that doesn't impact the end user’s ability to work

• Provide 2nd line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.

• Provide support at events and meetings in line with the business requirements.

• Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.

• Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.

• Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.

• Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.

• To constantly and pro-actively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team.

• There will be a requirement to work overtime and / or work overseas on occasions as required by the needs of the business.

Customer Service

• Confidently builds rapport and instils confidence with all stakeholders and customers.

• Understands who their customers are and can identify solutions that meet the requirements of the customer.

Problem Solving

• Takes a proactive approach to problem solving by identifying patterns and trends.

• Makes suggestions and recommendations to resolve issues and improve services.

• Can analyse service issues and understands independencies

• Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.

Communication

• Excellent communication skills.

• Seeks and provides constructive feedback.

• Can communicate technical concepts confidently and accurately.

• Are comfortable coaching others in their area of expertise.

Teamwork

• Owns the delivery of tasks on behalf of the team.

• Actively looks to encourage others and the team to deliver to the best of their ability.

• Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.

• Is comfortable in providing instruction and guidance to individuals and other teams.

Interpersonal & Organisational Skills

• Builds relationships and establishes rapport with ease.

• Comfortable interacting with all levels.

• Thorough and methodical in their approach leaving no stone unturned.

• Sets appropriate and realistic deadlines and works hard to achieve them.

• Makes sound and rational priority decisions concerning own workload.

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex , gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.