IT Service Helpdesk Specialist

il y a 4 jours

Luxembourg City A&O SHEARMAN Temps plein
Job Summary

We are seeking an experienced IT Service Helpdesk Specialist to join our team at A&O Shearman. The successful candidate will be responsible for providing operational first and second line IT support to our partners and internal staff.

About the Role

The IT Service Desk Officer is responsible for logging, troubleshooting, and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team. You will work under the supervision of the IT Manager and collaborate closely with all members of the IT team and the Business services team.

Main Responsibilities
  1. 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.
  2. Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
  3. Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
  4. Promptly allocate incidents and requests as appropriate.
  5. Ensure that incidents and requests are properly logged, assigned, tracked, and responded to in a timely manner and according to agreed standards and procedures.
  6. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
  7. Support users with technical IT issues related to software, hardware, and networking on-site or remotely.
  8. Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
  9. Follow-up and find solutions to solve problems quickly for any issue related to IT.
  10. Configure and deploy new laptops & mobile phones.
  11. Install new software and hardware.
  12. Ensure the regular update of applications and administer IT equipment.
  13. Take part to local and global IT projects.
  14. Offer support and assistance to clients via phone and in person.
Requirements
  • High school diploma with IT or technical qualification.
  • At least 3 years of experience in a customer-facing role within an IT Support/Service Desk environment.
  • Professional working proficiency in English and French (oral and written).
  • Deep knowledge of Windows OS and Microsoft Office 365 products (Azure Cloud).
  • Knowledge in iManage, BMC Helix, Aternity, Kofax Equitrac, MFP, ABM, Cisco technology, SCCM /Intune.
  • Excellent interpersonal and organisational skills.
  • High level of customer service.
  • CLEAR VERBAL AND COMMUNICATION SKILLS WITH THE ABILITY TO EXPLAIN TECHNICAL INSTRUCTIONS IN A NON-TECHNICAL WAY.
  • An enthusiasm and passion for excellent customer service.
  • The ability to promote technology within the firm, using business-friendly language, and seek out opportunities with tangible business benefits.
  • The ability to work on own initiative, prioritise, and manage workload effectively, often under pressure.
  • The ability to work in a team environment to achieve service levels as a group and individually.
  • The ability to keep up to date with new technologies, systems, and solutions.
  • The ability to think logically, analyse situations, and solve problems.
  • The awareness of business-critical incidents and their potential implications for the business.
  • The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
  • A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
  • A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends, and customer service.
  • An understanding of all technologies used by A&O Shearman, business working practices, and an understanding of the core applications.
  • ITIL Foundation – desirable.
  • Microsoft Azure Fundamentals Certification (AZ-900) - desirable.
Benefits

As a valued member of our team, you can expect a competitive salary of $65,000 per year, plus a range of benefits including:

  • A comprehensive health insurance package.
  • A generous pension scheme.
  • 25 days' annual leave, plus bank holidays.
  • A flexible working policy.
  • A range of training and development opportunities.
  • A vibrant and dynamic work environment.

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