Legal IT Jobs

Helpdesk Support Analyst – King & Wood Mallesons, London

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The firm

King & Wood Mallesons is a new choice of law firm bringing a fresh perspective to commercial thinking and client experience. Strategically positioned in the world’s growth markets, around 2,700 lawyers in more than 30 international offices are cutting through the challenges facing business, providing commercial solutions and transforming the way legal services are delivered. We work together with clients to shape a new world for their business, creating real value by combining entrepreneurial spirit with intellectual rigour and deep local knowledge, to provide quality legal solutions that are innovative and often ground breaking. As the first firm in the world able to practise English, European, PRC, Hong Kong and Australian law, we are unrivalled in our ability to connect clients with opportunities in and out of the key Asian growth markets. We provide top quality legal advice, with genuine capability and real cultural understanding in each of the markets we operate. Advising international and domestic clients on the full spectrum of commercial, financial and specialist legal services, we have a principal focus on: Antitrust & Regulatory, Banking & Finance, Corporate, M&A and Securities, Dispute Resolution, Funds, Intellectual Property and tax. The firm also has deep industry expertise in the following sectors: Consumer, Energy & Infrastructure, Financial Institutions, Life Sciences & Healthcare, Private Equity, Real Estate, and Technology, Media, & telecoms. For more information, visit our website:

The opportunity

The Helpdesk Support Analyst will work within the Client Services team with specific responsibility for providing excellent customer support to all KWM Europe and Middle East Offices within a Global Law firm.

Key responsibilities:

Service Request Fulfilment: Responsible for the process of dealing with users service request for our standard services

Incident Management – responsible for providing excellent customer service at first point of contact and ensuring appropriate escalation of all incidents requiring further investigation in accordance with SLAs. Ensuring that the customer is kept updated on progress of the call

Problem Management – responsible at a basic level for identifying trends leading to the correct handling of major incidents/problems and onward escalation to the appropriate team(s)

Best Practice Documentation – responsible for the creation, regular review and maintenance of best practices/policies/procedures to support the Service Desk

Telephony – Creation and maintenance of telephony extension, voicemail and group management

Mobile Devices – Deployment and retrieval of KWM mobile device services; Blackberry, Iphone, smartphones, 3&4G DataCards

Additional AD HOC duties would include: Project work as agreed by the relevant IT Project Team and the IT Service Desk Manager

Skills/ Knowledge required


IT Service Desk experience of at least one year
Advanced Level MS Office 2010 / 2013
Windows 7.0/8.1
Helpdesk Call Logging – ITSM
Basic Exchange Administration
Active Directory
PC Configuration/PC Hardware knowledge
Knowledge of Protocols/Networking for basic connectivity testing
Mobile Device – Blackberry/ IPhone/ SmartPhone support

Working knowledge of Citrix remote access
Worksite 9.0
Carpe Diem
Digital Dictation (BigHand)
Knowledge and awareness of the ITIL framework / ITIL Foundation V3
Abilities/ Aptitudes:

The post holder will be a key member of the Client Services team responsible for ensuring that the IT systems are available to the KWM EUME internal customer.The range of work will vary according to the problems that arise and 85% of this will be reactive.

Must be a flexible IT professional used to working within a structured environment that is able to bring best practice methodologies to the team.They will be happy to work on their own and within teams as well as assisting at all levels to ensure that the highest level of IT support is provided to the customer.

The post holder will have excellent verbal and written communication skills capable of communicating at all levels throughout the business and be an ambassador of the IT Department.

Acting as a first point of contact for the Service Desk, this individual will be expected to be able to work with multiple tasks and competing priorities on a busy desk.This person will be a strong team player who has the ability to take ownership of calls and ensure that they are correctly diagnosed before successfully resolving the issue.

As this is a customer facing role, the individual will need to possess excellent customer service skills including (but not limited to) an excellent telephone manner, good listening skills, be personable and have the ability to remain calm under pressure

This individual will be enthusiastic, motivated, patient and sympathetic with the ability to learn quickly with the minimum of supervision as well as paying attention to detail

Solid understanding of the technologiesapplications implemented within KWM EUME and a thorough methodical approach to problem solving as well as the desire to keep up to date with emerging technologies

Education/ Experience

At least one year’s experience working on a busy helpdesk supporting at least 250/500 users.

Excellent working knowledge of MS Office 2010 / 2013

CompTIA A+ Essentials

ITIL Foundation (desirable but not essential)

Days/ Hours: Monday – Friday; rotational shift between 08:00 – 19:00 Monday – Friday (35 hours per week)


Full use of in-house catering facilities which includes a complimentary meal each day.

Contributory pension scheme (matched contribution up to 5%).

Health Club/Annual Season Ticket Loan.

Discretionary Long Service Bonus (£250 for every five completed years’ service).

Life Assurance (4 x annual salary).

Permanent Health Insurance.

Private Medical Scheme (CIGNA)

23 days holiday (pro rata) per annum increasing by 1 day for each year of service up to a maximum of 30 days.

Equal opportunities

Our people are our greatest asset. We are committed to the recruitment and employment of individuals on the basis of their qualifications, skills and experience for the work they are to perform. We recruit, employ and promote regardless of an individual’s sex, marital or civil partnership status, sexual orientation, religion or belief, colour, race, ethnic origin, nationality, age, pregnancy or maternity, gender reassignment or disability.

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