IT Support Analyst

Description

About Ashurst

Ashurst is a leading progressive global law firm with a rich history, celebrating its bicentenary in 2022. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions, and governments in all areas of commercial law. To find out more please visit www.ashurst.com .

Location

This role is based in Dubai. However, regular travel to our Middle East offices (Abu Dhabi, Jeddah, and Riyadh) may be required. Travel to other Ashurst offices globally may also be required from time to time.

Department/Role Overview

You will provide a professional IT support service to the 4 Middle East offices with end-to-end management of all software and hardware incidents, and ad-hoc service requests.

Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.

You will be reporting to our IT Manager based in Dubai.

Main Responsibilities

• Provide 1st & 2nd level support of all incidents and service requests of all Ashurst IT systems/services
• IT support via remote control, telephone support and "At desk" support
• Provide floor walking support, predominantly at the Dubai Office, log all incidents and requests that arise through floor walking
• Support international offices with equivalent services when requested
• Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
• End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
• Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
• Manage all end user administration such as joiners, leavers, etc
• Configuration and asset management
• Knowledge management
• Management/support of pool and permanent laptops
• Management/support of remote working
• Management of user administration
• Mobile device support
• Point of contact for projects within the firm from inception through to "business as usual"
• AV and VC Overflow support
• Understand the IT requirements of the local business and act accoridnlgy to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.
• Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients.
  
  

Risk and Control

• Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.
  
  

Deliverables

• All IT incidents and service requests logged and resolved within SLAs (service level agreement)
• Provide a professional, approachable, and technical IT support service to the firm
  
  

Measurements

• End to end ownership of all incidents and service requests
• 80% first time fix (FTF)
• 95% of all incidents and service requests resolved within the agreed SLA
• Feedback to and from other team members
• Regular performance and development review
  
  

Essential Skills And Experience

Soft Skills:

• Previous experience in an IT support role
• Good analysis and troubleshooting skills of all IT incidents
• Excellent communication skills with strong customer service focus and good attention to detail
• Consistent provision of a responsive, effective, and personable IT support service to exceed customer expectations
• Ability to perform well under pressure and use initiative
• Ability to identify business impacting incidents and escalate according to the escalation process
• Able to work effectively alone and within your team or project
• Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
• Work in accordance with ITIL processes and procedures
• Excellent attention to detail
• Maintain good working relationships with all members of IT
• Manage local communication to the business
• Ability to liaise and communicate with all levels within IT and across the business including Partners
• Intermediate to advanced skills in Microsoft Office & Outlook
• Behaves in a professional manner, is personable and approachable at all times.
• Highly motivated and willing to continually update knowledge and skill sets
• Flexibility: May occasionally be required to work evenings and weekends
• Use initiative with a positive and can-do attitude
• Ability to communicate effectively with a confident telephone manner
  
  

Technical Skills:

• Analysis and troubleshooting skills of all IT incidents
• Microsoft Office Word, Excel, Outlook & PowerPoint
• Windows 7 & 10
• Worksite/iManage or similar content management application
• Interaction or similar client relationship management (CRM) application
• Bighand 3 or similar digital dictation software
• AD administration
• K Vault Email archiving (KVS) or similar email archiving solutions
• Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items
• Knowledge of remote working solutions such as ADSL, Broadband, 3G and VPN's (virtual private network)
• Knowledge of building PC's and troubleshooting support issues
• Knowledge of configuring and troubleshooting support issues
• Health and safety awareness in the working place
• Service Desk Plus
• MBAM
  
  

Knowledge of the following:

• Office 365
• Microsoft Active Directory
• Microsoft Windows Server
• Document Management systems
• MS InTune
• Remote working solutions -.VPNs and mobile technology
• ITIL Practices
• ITSM Toolset
  
  

Desirable Skills And Experience

• Statistical analysis
• Business writing skills
• Previous systems experience
• Advanced Microsoft office skills
• Excellent word troubleshooting skills
• Programming within Office
• Knowledge gained in an intranet/extranet environment
• Knowledge of audiovisual equipment
  
  

Background checks

In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.