IT Service Desk Analyst

The role

IT Service is the Front Line of the IT department, providing a single point of contact for colleagues requiring IT support or Access to IT systems.  We  control  the  delivery  of  Services  into  the  business  ensuring  it  meets  the  customer’s  needs and our acceptance criteria. The area is available to support the Firm on a 24/5 basis and has an International presence.   You  are  there  to  provide  the  best  guidance,  solutions  and  support  on  all  aspects  of  IT  to  the business within DLA Piper.    The Service Desk Analyst will: 

• Responsibility to respond to calls for support
• Resolving or escalating to the appropriate team
• Flexibility in the type of support given
• Build relationships

MAIN DUTIES AND RESPONSIBILITIES

• Handling incoming support requests: You’ll receive calls, emails, or tickets from users experiencing technical issues.
• Logging incidents: You’ll document details of each issue in an incident tracking system.
• Initial troubleshooting: You’ll provide basic technical assistance to resolve common problems related to software, hardware, or network issues.
• Escalating complex cases: If an issue can’t be resolved immediately, you’ll escalate it to higher-level support teams.
• Maintaining records: You’ll keep accurate records of incidents, resolutions, and user interactions.
• Build relationships:

– Work with 2nd line teams to move resolutions closer to the customer
– Assisting with creating and maintaining process documentation and reports as required
– Assisting with other daily tasks assigned by the Team leader/Manager
– Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice
– Perform in line with agreed procedures, SLAs and customers’ expectations
– Ensure that all relevant company’s standards and guidelines are met
– Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
– Seek opportunities for improvement in IT area, propose improvements
ABOUT YOU
People skills:

• The ability to communicate effectively at all levels with both the business and other IT departments
• Exceptional customer service skills with good attention to detail
• Excellent telephone manner
• Team player, consider colleagues and have a flexible approach

Personal skills:

• Self-motivated, enthusiastic and proactive
• Possess excellent problem-solving skills
• Able to organise and manage own time, prioritise and meet deadlines
• Ability to work in a pressurised/stressful environment 

Technical competency:

• High level of IT literacy especially within a Microsoft environment e.g. Windows 10, Office 365,  Exchange Online, Active Directory
• Support packages including Service Management Tools such as ServiceNow, Remote access tools such as Remote Assistance, RDP and BeyondTrust-remote
• Knowledge of legal applications

ABOUT US
DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

OUR VALUES
In everything we do connected with our People, our Clients and our Communities, we live by these values:

• Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
• Be Collaborative – we are proactive, passionate team players investing in our relationships
• Be Bold – we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
• Be Exceptional – we are strategic and driven, exceeding standards and expectations

DIVERSITY AND INCLUSION
At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.
Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

HYBRID WORKING
We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.

PRE-ENGAGEMENT SCREENING
In the event that we make an offer to you, and where local legislation permits and where relevant, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and work-related references.