IT Technical Escalation Analyst

45,000LondonPermanentThe role will include but will not be limited to:Being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionallyBeing a key part of our engagement and relationship management strategy, being highly visible on a daily basis.Providing remote technical support for computer applications and hardware, including: Microsoft Office Suites, Windows 11, Mobile Device management (preferably Intune), Document Management System (iManage), Time recording systems (Intapp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare compare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Teamviewer, Mobile technologies (iOS, Android).Using our IT Service Management Tool (ServiceNow) to provide appropriate troubleshooting tracking log, escalation, and documentation. Owning call resolution through to resolution and, ultimately customer satisfaction.Ensuring all calls that cannot be resolved first line are escalated on through IT in accordance with the agreed procedures. Ensuring that service levels are maintained.Ensuring that customers are kept aware of progress on their issues. Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issuesEnsuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department.Setting up audio and video conferences either in person or remotely.Providing out-of-hours on-call IT technical escalation support outside of normal office hours, including weekends and bank holidays in accordance with the firm’s rota and IT Service Incidents Policy & Procedure.Any other ad hoc duties as may be required.Skills and Experience RequiredTechnicalExcellent troubleshooting skills, with demonstrable knowledge of desktop hardware, and laptopsA minimum of 2 years’ IT service desk/ IT support experience within a law firmExperience of core Microsoft Office products - Word, Excel, PowerPoint and OutlookA thorough understanding of legal software and technologiesAudio/Video conference knowledge desirableExperience with ServiceNow desirableITIL Foundation qualification desirable, or equivalent experiencePersonCustomer-focused with a flexible attitudeExcellent communication skillsGood understanding of a high pressured, professional services environmentAble to work under pressure and to tight deadlinesAbility to own tasks through to completionLogical and calm, able to inspire confidence and credibilityHigh discretion and confidentiality