Local Support Technician (6 month FTC) - #1667548

The Role

The Local Service Specialist's role is to provide prompt, friendly,
customer-focused service to the office. This includes responding to
requests and issues, particularly those involving the need to be
onsite (e.g. for managing hardware), as well as support for IT
projects and proactive service initiatives. The successful candidate
for this position must have good communication skills and a desire to
achieve high customer satisfaction. This is an in office role and the
ideal candidate will be expected to be in office 5 days a week.

Key Responsibilities

• Respond to customer incidents and requests within agreed SLAs
  Demand primarily comes from the London Tech Bar as well as
  escalations from the Global IT Service Desk.


• Resolve customer issues by clarifying the customer's needs;
  determining the cause of the problem; selecting and explaining the
  best solution to solve the problem; expediting correction or
  adjustment; following up to ensure resolution


• Laptop builds and profiling for new starters and replacement laptops.


• Keep records of customer interactions in ticketing system; follow
  communication procedures, guidelines, and policies, with clear documentation


• Manage end user assets (including laptops, desktops, monitors,
  peripherals, printers, mobile phones) from setup & configuration
  to collection & wiping. Ensure asset tracking systems are
  updated appropriately


• Manage user accounts in active directory and supported applications


• Assist with audio-visual conferencing


• Perform onsite hardware and/or software testing and troubleshooting


• Assist with security incident response and investigation where required


• Assist with major incidents response and resolution where required


• Assist with office move technology logistics


• Assist with project delivery


• Ad-hoc tasks assigned by Manager

Essential Skills & Experience

• Experience in professional services (E.g. Law firm, Accountancy
  firm etc.) on a service desk or similar role (essential)


• 1-2 years experience working in an IT service desk role


• Customer Service skills

The Firm

Clyde & Co is a leading global law firm, helping organisations
successfully navigate risk and maximise opportunity in the sectors
that underpin global trade and commercial activity and enable global
prosperity, namely: insurance, aviation, marine, construction, energy,
trade and natural resources. Globally integrated, we offer a
comprehensive range of contentious and non-contentious legal services
and commercially-minded legal advice to businesses operating across
the world. We are committed to operating in a responsible way by
progressing towards a diverse and inclusive workforce that reflects
the communities and clients it serves and provides an environment in
which everyone can realise their potential, using its legal and
professional skills to support its communities through pro bono work,
volunteering and charitable partnerships, and minimising the impact it
has on the environment including through a commitment to the SBTi
Net-Zero standard and the setting of ambitious emissions reduction
targets. The firm has 490 partners, 2400 lawyers, 3200 legal
professionals and 5500 people overall in nearly 70 offices and
associated offices worldwide.

Our Values

Our values are the principles that
guide the decisions we make, unite us in our endeavours and
strengthen our delivery, for our clients and our firm. We:

• 
  
  Work as one
  We are a globally connected team of talented people
  who act with a firm-first mentality to achieve success


• 
  
  Excel with clients
  We aim high and challenge ourselves to deliver
  unique excellence for our clients, keeping them at the centre of
  everything we do


• 
  
  Celebrate difference
  We help each other to be at our best and believe our
  differences result in greater achievement


• 
  
  Act boldly We
  seek new opportunities, take action and learn as we go, recognising
  that curiosity drives our development and contributes to growth

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and
professional development opportunities for our people enabling them to
be highly effective in their current role as well as assisting them to
fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services
career development. They vary across levels and different business
areas and fall under the following areas:

• Technical Excellence


• People and Team


• Client/Stakeholder Relationships


• Service Delivery and Commercial Awareness


• Personal Effectiveness

This is the job description as constituted at present; however the
Firm reserves the right to reasonably amend it in accordance with the
changing needs of the business.

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