Job Description

Overview:
Mayer Brown is a leading global law firm with offices in 27 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world\xe2\x80\x99s three largest financial centres \xe2\x80\x94 New York, London and Hong Kong \xe2\x80\x94 we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.


We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.


Purpose of the role: Working under the operational supervision of the Service Desk Team Leader and reporting into the Customer Services Manager, the IT Service Desk Team are responsible for providing the First Line IT Support service for approved IT services and systems.
Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures.


They will contribute to the successful deployment/upgrade of IT services and systems and understand and support the overall IT strategy within the business.
As a Level 3 analyst, we expect this individual to be familiar with service desk working practices such as incident and problem management in addition to request fulfillment.


Hours: 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis).


On-call requirements:The role holder will be expected to be on call outside normal office hours. This will be approximately 1 week in 5 but may vary as operational demands dictate. Responsibilities:

• Provision of excellent first line support for incident, problem and request management in accordance with documented processes
• Resolution of all appropriate Service Desk tickets and associated customer expectation management
• Effective and proactive communication of problems/issues that impact the business (e.g. outages)
• Manage all incoming incidents and service requests in accordance with standard procedures
• Deliver support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
• Provide proactive incident management across all global queues for regional tickets
• Provide mentoring and coaching to other team members with respect to technology and processes used within the firm
• Escalate problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems
• Operates within and makes suggestions for improving service desk standards and guidelines
• Develop a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Work with vendor support contacts to resolve technical issues within the service desk environment
• Define, document and maintain relevant service desk processes including all relevant communication activities
• Adhere to all IT and user quality assurance practices/processes
• Provide advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
• Accurately maintain all relevant applications support documentation including the on-line knowledge base
• Undertake regular service audits (audit/leavers/joiners) to ensure timely completion
• Participate in a good proactive working relationship between your team and other teams within the IT department and the users
• Provide proactive communication via recognized channels (emails, What\'s New, MS Teams)
• Work overtime or hours other than those normally scheduled whenever the Firm deems necessary
• Provide on-call assistance when needed
• Assist in other area\'s in IT when needed and perform other duties as directed
• Manage and co-ordinate operational schedules for the team such as working times and call co-ordination for queue management
• Provide high levels of customer support by being responsive, communicating proactively and managing expectations
• Provide a single point of contact for other teams and the customer in relation to outstanding incidents, problems or projects

Qualifications:
Qualifications:

• Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
• SDI Certified Helpdesk Analyst and/or relevant experience preferred
• Degree in related field is preferred or equivalent work experience

Experience, skills and personal attributes:

• Experience as a Service Desk analyst in a professional services environment, ideally a law firm.
• Advanced knowledge of Active Directory and Exchange as they relate to Service Desk activities
• Advanced support capabilities in MS Office Applications , WebEx, Microsoft Teams
• Advanced knowledge of latest smartphone devices (hardware and OS)
• Advanced knowledge of document management systems and e-filing processes
• Advanced support capabilities for other non-standard legal applications including Digital Dictation, DTE Axiom, Laserforms, Workshare
• In depth knowledge of remote access technologies (i.e. Citrix/VPN)
• Knowledge of the ITIL environment and process essential
• Ability to work well without supervision and complete tasks
• Ability to guide the work of other analysts to maintain services and support
• Ability to prioritize and manage tasks in a high-pressure environment
• Excellent customer service skills and the ability to develop a rapport with users over the phone
• Ability to quickly and accurately trouble shoot applications/document based issues
• Ability to learn and apply new technical knowledge quickly
• Team player
• Good organization skills
• Exemplary troubleshooting skills

At Mayer Brown, we are committed to creating a diverse and inclusive work environment that offers our people the opportunity and support they need to succeed. We are therefore happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.


In addition, one of our core values at Mayer Brown is to promote diversity and inclusion at all levels within the business which is actively supported by our diversity networks - LGBT+, Fusion (Race and Ethnicity), Women, Enable (Disability) and Work and Me (Family).