Client Services Assistant (18 mth fixed term contract) – Wragge Lawrence Graham & Co
Reporting to: Client Services Co-ordinator
Main Purpose of the Job: Responsible for the management and support of the firm’s audio-visual and video conferencing services to the London Waterhouse Square office.
Wragge Lawrence Graham & Co provides a full range of legal services to clients around the world. Making a real connection with its people and clients, the firm uses commercial and innovative thinking to provide the legal solutions its clients need to thrive and prosper.
This is an exciting opportunity to join the technically strong BIS Client Support team currently based in Birmingham and London.
To be responsible for:
Key Skills and Experience:
Provide operational services for all client meeting room systems including projectors, video conferencing and audio conferencing
Assisting clients and external visitors with their IT requirements whilst onsite, which may include:
Being in attendance, as required, for important seminars, completions or meetings
Set up and removal of IT equipment required for external meetings
Provide ad-hoc assistance to internal stakeholders as required during meetings, including support with software and hardware
Providing back-fill support at either London office – travelling between the two (at the firm’s expense) as required
Making effective use of the firm’s room-booking system, keeping the Client Service Coordinator and/or BIS Service Delivery Manager aware of any excessive demand or potential issues with service
Set up and Breakdown of different room layouts when required by Reception.
Provide support to the Birmingham AV team, 4 More London AV Team and Paris Deskside Support Analyst to ensure that seamless AV support is provided regardless of office
Assist in the management of the User Support stock of pool laptops, Mifi dongles and other relevant pool equipment – ensuring laptops are signed in and out and are managed in accordance with relevant policies
Undertaking any such IT administrative tasks as may be required including ensuring appropriate updates are made to the firm’s IT Asset Management system for any required changes
Assist the User Support team in busy periods, or during times of crisis – for example, by floor-walking or by providing administrative support
Ensure that relevant and useful technical fixes, guidance and other knowledge articles are captured in Service Now
Ensuring that any identified repeat-incidents or trends are escalated for appropriate Problem Management
Remaining aware of, and ensuring compliance with, the firm’s IT policies, Data Security policies, waste disposal policies and other relevant policies, procedures and processes. Act as an advocate for best practice.
Involvement in Project activities – which may include creation of documentation, training users and/or floor-walking
Review and manage spares and consumables
Management of third-party AV supplier, including preventative maintenance schedules
Minimum of 2 years’ practical experience in an AV environment
Previous experience of working for a law or professional services firm would be highly advantageous
Should have a strong understanding of:
All aspects of Audio Visual Service best practice including Health & Safety
LCD and HD devices, sound, integrated control systems and video conferencing, telephone conferencing and presentation software (including Microsoft Office and Mac software)
IDSN, VoIP and other telecommunications networks and equipment
Comprehensive hands-on AV equipment troubleshooting experience
Good knowledge of current network protocols, operating systems, software and standards
Strong interpersonal and communication skills
Experience of working with Polycom Video Conferencing and Bridge systems would be advantageous
Ability to work in a dynamic and high-pace environment
Standard hours of work will be a shift system between 07:00 and 18:00, Monday – Friday, with an hour break for lunch. However, due to the nature of this role, occasional weekend and evening work may also be required. In addition, travel to other offices is likely to be required – which may include international travel.
The normal office location for this role is London Waterhouse Square, with extensive travel to 4 More London.