Alan Brady
345 769 7000 Apply Now

IT Service Desk Specialist

| IT
US$30-50k DOE


  • Work together with the current team to service colleagues globally
  • Support 13 international offices
  • Provide IT Service desk support to colleagues globally
  • Ensure that new requests and walk ups are raised as tickets in the ITSM tool
  • Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if
    they are not possible to resolve on first contact
  • Provide regular updates to the requestor on their tickets regardless of progress made
  • Ensure that tickets are logged with the appropriate categories, the correct status is applied and
    urgency/priority are clear
  • Maintain an accurate audit trail on the ticket
  • Where a new problem is identified, a problem ticket is opened and communicated to IT so the team ensure
    related incident tickets are lined and the root cause is investigated
  • Escalate issues that are not possible to resolve due to knowledge or access, to local support and 2nd line
    support and 3rd parties such as suppliers
  • Create and maintain knowledge base articles for both IT and end users
  • Assist other members of the IT team as necessary
  • Occasional assistance with releases of new hardware or applications
  • Flexibility with shifts required
  • Weekend On-call cover is required on a rotational basis between the team
  • If IT Operations require desk move assistance from IT Services during the weekends, overtime is provided
  • Required to work on some public holidays (excluding Christmas and Easter) and time in lieu is provided

Experience required:

  • Minimum of three (3) years work experience in this area
  • Working knowledge of Microsoft operating systems and office applications, mobile devices running Android
    and IOS
  • Experienced in using Active Directory Users and Computers and MS Exchange Management Console
  • Exchange Management Console
  • Experienced in installing/uninstalling and repairing application software and drivers and ability to fix basic
    problems relating to printers, scanners ad similar office equipment
  • Good grasp of computer networking fundamentals and familiarity with basic network troubleshooting
  • Talent for troubleshooting and identifying root cause of IT problems
  • Strong interpersonal and customer service skills
  • Ability to work and exercise reasonable judgement under minimal supervision
  • Team-oriented, able to prioritize and willing to work outside of regular business
  • Previous working experience in the offshore legal industry
  • Willing to maintain self and team awareness of IT and company policy and procedure
  • Able to work in a fast paced environment and achieve deadlines
  • Willingness to take part in an internal/external training courses deemed appropriate for the role
Alan Brady
345 769 7000 Apply Now

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