Global IT Support Service Desk Professional
2 weeks ago
We are seeking an experienced IT professional to join our Global IT Support Service Desk team as a Technical Support Specialist in the heart of the City of London.
About the RoleThe successful candidate will provide exceptional customer service by addressing requests promptly and efficiently, ensuring high levels of customer satisfaction.
Responsibilities- Monitor ticket status, follow up with technicians, and contact users after resolution for quality assurance.
- Respond to Service Desk calls, resolve issues on first contact, and escalate complex cases to technicians.
- Log inquiries and maintain accurate records in the Service Desk tracking system.
- Participate in training to stay updated on current and new technologies for effective support.
- Follow established procedures while providing user support and utilizing best practices.
- Assist with additional tasks and projects to support Service Desk operations.
- Strong communication skills with the ability to develop tactical plans.
- Proficient in operating systems and core applications, including Microsoft Windows 10, Office 365 Suite.
- Intermediate networking knowledge, including wireless technologies.
- Familiar with Internet Explorer, Firefox, and Microsoft Edge browsers.
- Available for on-call and overtime work as needed.
- Extensive experience in a professional services environment, preferably within a law firm.
- Preferred experience at a team lead level or above, with knowledge of iManage Work, Citrix/VPN, Microsoft Multi-factor Authentication, and ITSM ticket management systems.
- Bachelor's degree preferred.
Salary Range: £48,000 - £52,000 per annum
LocationCity of London
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