Main information
* Term type : Permanent
* Team : Technology
* Location : London
About us
Successful businesses rely on a unique set of ideas and people. We help our clients protect and develop those vital assets, unlocking possibilities for future success.
From iconic brands and leading multinationals to pioneering start-ups, we are proud to work with a huge range of inspiring clients, helping them to turn their ideas into reality and get the best from - and for - their people.
Our people are not only exceptional at what they do, they also enjoy doing it and consistently give their best to a firm they’re proud to be part of. This stems from our firm culture and our ethos of bravery and kindness. That ethos runs through everything we do, from our approach to recruitment, business practices, and DEI activities to the day-to-day environment in our office and our relationships with clients.
With an internationally minded team of more than 800 working across key areas of law – plus strategic partnerships around the world – we’ve got both the combination and calibre of legal experts it takes to enable our clients’ businesses to thrive. Whether it is providing global employment law advice, managing a global IP portfolio or piecing together a multijurisdictional corporate transaction, we are able to have the right people, in the right place, at the right time.
About the team
This role sits within the Technology team which comprises 50 plus technology specialists based in our London, Cardiff, Manchester, Leeds and Belfast offices. Our role is to deliver industry-leading technology solutions for our clients, our staff and our communities, underpinning the firm’s future products and services to enable business growth and enhance profitability.
About the role
Reporting directly to the Service Desk Manager, the Service Desk Analyst will assist in the day-to-day operational support of the firm’s Technology systems and hardware. The position is based in our London office within a team working mainly on the Service Desk and will encompass user support (both in person, online and over the telephone), systems operational support, application support, system testing, change control and documentation. The ideal candidate will be a proactive self-starter who can own an issue and see it through to resolution, someone who is able to develop their skills by using in-house materials and resources to troubleshoot and is able to think “outside of the box”.
Key Responsibilities
* Provide technical support to users via phone, email, chat, and ticketing systems, ensuring all incidents and requests are logged accurately, monitored and closed in a timely manner.
* Diagnose and troubleshoot issues related to hardware, software, networks, mobile devices, and business applications.
* Follow established procedures and knowledge base articles to resolve incidents or elevate to other teams when required.
* Prioritise and manage multiple open tickets, ensuring timely updates and meeting agreed SLAs.
* Perform user account administration tasks within systems such as Active Directory, Microsoft 365, Azure and other enterprise platforms.
* Set up, configure, and deploy laptops, peripherals, and other IT equipment in line with company standards.
* Deliver excellent customer service by communicating clearly, managing expectations, and providing regular status updates.
* Contribute to the creation and improvement of knowledge base articles, FAQs, and support documentation.
* Assist with routine maintenance tasks, system checks, and monitoring activities.
* Identify recurring issues and recommend improvements to processes, tools, or documentation.
* Adhere to security policies and IT best practices (ISO27001 and ITIL), ensuring data protection and compliance requirements are met.
* Providing AV support for events and meetings, escalating with our 3rd Party support when required.
* Participate in continuous improvement of service desk processes and procedures.
About you
You will have a professional manner, excellent communication and interpersonal skills. You’ll have a flexible nature and will enjoy working within a fast-paced team and will be highly organised. You’ll also possess strong numeracy and attention to detail skills, which will be key within this role. We are looking for someone who is passionate about being a team player, who is keen to support others.
Our ideal candidate will be able to demonstrate:
* Have a proven track record in troubleshooting technology issues and the ability to quickly learn and adapt to new applications.
* Ability to follow processes and pays careful attention to detail.
* Accept tasks and advice from other members of the department including the Head of IT and Service Desk Manager.
* Ability to work autonomously and within a team.
* Be willing to work out of hours when required and at short notice.
* Capable of working to tight deadlines, sometimes under pressure.
* Demonstrate a high level of customer service and professional approach.
* Effectively communicate with non-technical staff and members of the Technology team.
* Have a relevant technology qualification and/or previous experience of working in a professional services environment in support.
Technical skills required
A minimum of two to three years’ proven experience in the following areas:
* Troubleshooting of Windows 11, Office 365, Adobe and other software.
* Freshservice or similar Service Management tools.
* MDM, troubleshooting iOS, Windows Laptops and Android devices.
* Remote support experience.
* Active directory administration.
* Knowledge of Document Management Systems.
* Knowledge of installing and troubleshooting printers and network printing.
* Understanding of video and voice conferencing on devices and AV in meeting rooms.
* Troubleshooting and setup of smartphones, laptops and other hardware.
Conditions of Service
The working hours for this position are a 7 hour & 45 minute day, following a 9-day fortnight shift pattern Monday-Friday with every other Friday as a non-working day. The Service Desk are required to cover onsite support between 0800 and 1830 and there is a shift rota in place which the successful candidate will help to cover. There will occasionally be a requirement to work additional or unusual hours (arriving earlier, leaving later or working at weekends) in order to resolve problems, implement new features and maintain service levels. Overtime will occasionally be required by prior arrangement.
Additional information
At Lewis Silkin our ethos is simple. We strive to do the best for our clients, our people and the communities in which we operate. We recognise that an inclusive workplace allows for all kinds of ideas and thoughts, a variety of points of view that can trigger discussions or deliver innovative results, and a wide range of versatile skills and expertise. We are proud of the diversity within Lewis Silkin and of our culture that allows people to be themselves at work, ensuring we provide the best possible service to our clients. We are committed to supporting candidates throughout the recruitment process by supporting anyone who requires adjustments, in order to ensure they have the opportunity to perform at their best. All applicants will be considered equally and fairly. If you’d like to request any adjustments throughout the recruitment process, or would like to discuss flexible working patterns, please email the recruitment team in confidence ().
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