IT Desktop Support Team Leader (Legal Firm) - IC

IT Desktop Support Team Leader (Legal Firm) - IC Client Description UK-based international legal firm Job Description

1. Be one of our first points of contact as a 1st line Service Desk operative.
2. Provide a mixture of remote and at-desk support as appropriate and in-line with operational needs.
3. Lead the team by coordinating their daily duties of responding to requests for assistance from internal employees.
4. Record all calls and actions taken on Service Desk; take ownership and responsibility for calls logged.
5. Use judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team, as appropriate.
6. Liaise with the rest of the Service Desk team in Hong Kong/Singapore and wider IT department to resolve and follow up on issues, escalating urgent/difficult or large impacting calls to the Technical Team Lead in Hong Kong and London.
7. Work effectively, efficiently and respectfully alongside other Technical Support Analysts to provide operational and technical support for the Firm globally; provide regular updates on progress on the ticket notes and to the requestor.
8. Create and maintain support documentation and update in our knowledge base system, providing any suggestions of improvements to the IT Training team with regards to the user guidance material.
9. Identify and report to the Technical Team Leader patterns or trends of calls as a form of Problem Management.
10. Use suppliers as a source of escalation to resolve problems.
11. Assist with ad hoc projects, as required.

1. Degree holder in Information Technology or related discipline.
2. 3-5 years of previous experience as an IT Helpdesk Operative ideally gained within a legal or professional services environment.
3. Service Now ticket system experience required.
4. Proven customer service skills.
5. Experience of supporting and using Windows 10 and Office 2016, mobile devices using an MDM solution, legal applications such as Worksite, Aderant amongst others.
6. Experience of Virtual desktops and VPN technologies, Ivanti Endpoint Security and Microsoft Endpoint Manager - Intune and SCCM.
7. Track record of testing applications and reporting bugs.
8. Strong organizational skills and capable of working under pressure.
9. Excellent interpersonal skills with the ability to develop and maintain good working relationships with both internal and external clients.