The purpose of IT Support Specialist role is to provide hands-on, proactive and personalised IT support to end users within a specific business location. By being physically present at the site and working closely with the IT Service Desk, the IT Support Specialist can troubleshoot technical issues more efficiently. Additionally, by supporting the implementation of IT projects, assisting with new technology rollouts and offering guidance to users IT Support ensures that IT services align with the unique needs of the business environment.
Main duties and responsibilities
Ticket support:
- Ensure customer issues are directed in the first instance to the Service Desk and ServiceNow tickets raised for all activities.
- Monitor ServiceNow incident queues, ensuring timely resolution of Incidents within SLA.
- Escalation point of contact on the ground
- Actioning requests from IT Service Desk
- Raising tickets on behalf of employees if can't fix
Onboarding/Offboarding:
- Onboarding – provisioning of new laptops, build, peripherals
- Offboarding – organising laptop and peripheral collection
IT Asset Management:
- Managing mobile devices, headsets & peripheral, ordering stock; product life cycle of the asset (from the moment of purchase)
- Ensuring all processes are followed for the recording and tracking of hardware assets
Client support:
- Client Support in a DLA Piper office (any ad hoc requests from the clients onsite)
Major incident support:
- Major incident management as the extension of the central function
- Floor walking, investigating and line of communication
- Gathering feedback and helping facilitating that in the office
End user device management:
- User hardware defect support (laptop/mobiles)
- User hardware peripheral support
DLA Piper Employee offsite support:
- Internal conference/events support (non-client facing)
- Offsite Partner/Exec support on special occasions (subject to IT Support Lead or Regional IT Support Manager approval)
AV Support (non-UK):
- Technical assistance, preventive maintenance, upgrades and updates
Building Infrastructure (Core):
- Maintenance of any equipment related to network
Special Projects (subject to IT Support Lead or Regional IT Support Manager approval)
- Assist with scheduling IT support for projects requiring on-site assistance
- Change agent – acting as an advocate of changes within IT onsite
- E.g. Local office reorganisation support
About you
Skills:
- Ability to communicate effectively at all levels with both the business and other IT departments
- Exceptional customer service skills with good attention to detail
- Self-motivated, enthusiastic and reliable team player, with a 'can do' attitude
- Excellent organisational and time management skills
- Possess excellent problem-solving skills
- Being confident, proactive and flexible in your approach
- Ability to learn new technologies quickly
- Ability to work in a pressurised/stressful environment
Technical competency:
- Strong technical and troubleshooting skills, with experience in software used in a professional services environment
- High level of IT literacy especially within a Microsoft environment
- Basic understanding of Network Infrastructure
- Knowledge of legal and finance applications (e.g. Intapp, SAP), good to have
Other:
- Willingness to travel and work in other offices within the respective region
About us
We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.
At DLA Piper, we understand that inclusion is not a one-size-fits-all concept. We embrace and celebrate the range of perspectives, backgrounds and experiences that each individual brings to our firm. By fostering a culture that welcomes and appreciates all aspects of our individuality, we ensure that everyone has the opportunity to succeed.
Our commitment to inclusion and positive social impact enables us to provide exceptional service to our clients and communities, while nurturing a unique and inclusive culture for all our people. 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.
We are committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all. If you need any support or adjustments, please let us know.
Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.
Apply nowRequesting Adjustments
At DLA Piper, we aim to make meaningful progress and build an inclusive culture where anyone affected by disability, neurodiversity or a long-term health condition has an equitable and accessible chance of success. If you think you may need adjustments or additional support to enable you to participate in our recruitment process, please contact our Recruitment team and we will be happy to support you.
Agile 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, 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 references from previous employers.
Our hiring approach
Our hiring approach enables us to learn about the professional and person you are, and gives you the opportunity to learn about us. Your recruitment experience can differ depending on the type of role you are interviewing for. You will always meet your direct Line Manager for your role, as well as peers and close collaborators for the position. For some of our roles we may also use assessment tools, practical exercises, and panel presentations. Your Recruitment Business Partner will inform you of the recruitment process at the start of any recruitment process, but please let us know if you have any questions prior to making an application.
Lawyers
We’re redefining what an international law firm can be. With a unique global network and an unparalleled range of expertise, this is where you’ll work on the cases that shape the world and will define your career.
Talent Community
Staying in touch with like-minded people is important to us. Our Talent Community provides unique access to our firm so you can discover why we are a different kind of law firm.
Business Professionals
We pride ourselves on the extraordinary impact we make beyond the borders of traditional law. That’s only possible because of the skills our business professionals bring and the environment we create to let them thrive. See where your skills could take you.