Service Desk Analyst
A&O Shearman

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Department purpose and structure
To provide an effective and professional IT 1st line support service to A&O Shearman staff and clients in accordance with
the needs of the business.

You will be responsible for logging, troubleshooting and resolving incidents and requests as the first point of contact
when possible, or escalating incidents to the appropriate team.

Role purpose
This role is a fantastic opportunity to gain global experience working for one of the largest law firms in the world and
learn the unique approach that a truly global firm utilizes towards Information Technology.

Key relationships

• The Service Desk is the first point of contact for internal customers and external clients, it is essential for the IT Service Desk Analyst to deliver high levels of service to both these groups.
• Works closely with Support Team Managers to deliver an efficient and effective service.
• Works closely with other IT Service Management teams to ensure a seamless approach to support, service and security.

Job Description

Context

• The Service Desk Analyst is primarily responsible for the resolution of customer issues raised via phone or email.
• This role involves acting as a reliable point of contact for users, ensuring issues are escalated if they cannot be resolved on first line and maintaining good customer relationships. The IT function is crucial to the day-to-day success of the business and the Service Desk Analyst will play an essential part in this model.
• Role and responsibilities
• "Essential functions" are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by A&O Shearman. Essential duties and responsibilities include (but are not limited to):
• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
• Take responsibility for the resolution of incidents ensuring as many of these are resolved at 1st line as possible
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximize customer service and first point of contact call resolution.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Promptly allocate incidents and requests as appropriate.
• Follow processes to ensure that a high quality of service is provided to our users
• Working as part of a team in order to provide a white glove service to the users.
• Appropriate escalation of incidents and requests to the US Service Desk Manager in line with A&O Shearman's processes.
• Complete tasks and other assigned work to agreed deadlines.
• Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 2nd/3rd party teams when appropriate and ensure customers are updated of events relating to their call. Follow up until resolved with the assigned.
• Build and maintain good customer relationships.
• The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with A&O Shearman's Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given timeframe.

Team
This position reports directly to the US Service Desk Manager and works closely with other members of the U.S. Information Technology team.

Key requirements

• Minimum of 3 years' experience working in as Service Desk role, including taking support calls and working with a ticketing system (law firm experience preferred) but no essential
• Knowledge of iManage Work, Windows 10 and Apple iOS
• Strong Knowledge supporting Microsoft Technologies (Office 365, Teams, OneDrive, etc.)
• Experience using Remote Support Technologies (SCCM, Team Viewer) and Active Directory
• Ability to work well under pressure
• Excellent communication skills
• Flexible, customer focused approach to service delivery
• A good team player and willing to share skills and experience with others
• Ability to work on own initiative

---