IT Service Desk Specialist

Responsibilities:

• 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
  applications
• 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