Purpose of the Role
We are looking for someone to join our dynamic and capable Service Team, who can help us continue to deliver exceptional IT services to Addleshaw Goddard’s internal customer base. The successful candidate will be instrumental in providing the highest level of customer service to our business, through the successful receipt, evaluation and resolution of requests for support and/or escalations, directly from our business customers. The role also includes the day to day management and leadership of the onsite T2 analysts, who report into the team lead.
This role will cover 40 hours per week, as part of a shift rotation, which is aligned to our businesses need for support. There may also be an opportunity to be part of an on call rota (which attracts additional remuneration), that provides support twenty-four hours a day, seven days a week, three hundred and sixty-five days a year (including UK and International Bank Holidays) to the business. There may also be a requirement to work from any of our offices (UK & International), from time to time and with reasonable notice, as required by service demands.
Examples of key duties:
The responsibilities of the role are varied and include, however are not limited to, such things as:
Managing customer issues from point of contact through to resolution.
Taking responsibility for the timely resolution of issues, whether by providing fixes directly, or by ensuring suitable escalation takes place to relevant support teams.
Providing face to face, telephone and/or written communication support to customers and colleagues alike.
Providing local and remote support to our UK and International offices, along with supporting home workers also.
Receiving, evaluating and resolving direct and escalated Incidents (initiated either by a remote medium and/or walk up) in a timely manner, ensuring that incident logs and customers are kept fully up to date at all times.
Full use of Incident logging software (currently ServiceNow), to accurately record and track all activities related to Incident, Problem, Change and Request management. Problem management.
Technical research, troubleshooting and resolution, for hardware and software related issues.
Involvement in the deployment of local and remote hardware, software and network infrastructure.
Partaking in Continual Service Improvement activities, by proactively and retrospectively identifying service improvement opportunities.
Involvement in project work on an ad-hoc basis, where this roles technical troubleshooting expertise can be leveraged and utilised.
Stakeholder management of local site customers and key contacts throughout the business.
Supporting the IT department achieve its goals and strategies.
Responsible for the day to day management of the Service Team e.g. managing rotas to ensure the right level resource, motivating the team to maximise their individual and team performance, ensuring processes and procedures are followed.
Manage monthly 1:1 performance meetings with the team. Maintaining objectives and development plans for all team members to maximise their potential.
Produce KPIs for use within the team and with customers/stakeholders/colleagues.
Manage local site work flow as part of the team. Resolve issues and be seen as the technical expert within the team.
Be part of the Out of Hours rota and in time part of the Major Incident on call team to support 24/7 service and support on UK and International Bank Holidays as part of a rota.
Required knowledge, skills and experience:
We would expect candidates to be able to demonstrate the following, as a minimum:
A passion and proven track record for delivering exceptional customer service, to customers and colleagues alike.
Be able to converse with people from all levels within a business setting, and be able to develop and manage relationships with customers and stakeholders.
Demonstrated ability to work as both an individual and as part of a small close knit team.
2 to 5 years relevant role experience (Team Lead, etc), in a professional IT service support environment
Proven ability to manage all aspects of team performance, with support from the IT Service Delivery Manager when required.
An ability to coach team members and work with them to develop enhanced individual and team performance.
Proven diagnostic/troubleshooting skills, in a desk side support type setting.
Ability to evidence strong stockholder management experience.
Experience of supporting Windows 10.
Experience of supporting Microsoft Office 2013, 2016 and Office 365.
iOS devices and management platforms (e.g. Blackberry UEM)
Proven ability to set-up, install and maintain desktops, laptops, tablets, mobiles and all associated peripherals.
Additional knowledge, skills and experience:
Candidates who can evidence these additional points also, would be viewed advantageously:
MCDST/MCP qualified.
ITIL v3 or v4 Foundation accreditation.
Experience of Document Management Systems (especially in a legal setting).
Exposure to the legal industry and/or experience of working in an international law firm.
As a firm, we aim to provide a positive experience to everyone who works here and our focus on financial, lifestyle and wellbeing benefits ensures that this experience goes beyond the nine-to-five. As part of this mission, some of the benefits employees of AG can expect are;
Life Assurance & Income Protection
Competitive employer matched pension contribution rate
Health and wellbeing subsidiary, up to £180 per year
One day per year to volunteer (as part of our CSR initiative)
Buy/Sell holidays (up to 5 days each year)
Mental health and wellbeing initiatives such as The Mindful Business Charter, Mental Health Champions and 1:1 sessions with an in-house professional
Talent referral bonus incentives
AG Excellence awards for the recognition of exceptional effort
Opt in private medical and private dental insurance
Opt in annual health screening
Voluntary critical illness cover
Annual discretionary bonus plan
AG is an equal opportunity employer and we do not discriminate on the basis of a person’s gender, ethnicity, disability, sexual orientation or any other protected characteristic. We are committed to having a diverse team and actively encourage applicants from diverse backgrounds and communities, particularly those from underrepresented demographics. We want our recruitment practices to be as inclusive as possible, so please let us know if you need us to make any reasonable adjustments during the application or interview process to help you perform to your best.
