With nearly 5,000 staff, including 2,800 lawyers, Herbert Smith Freehills is one of the largest, fully-integrated law firms in the world and is the leading firm in Asia Pacific.

We advise many of the largest and most ambitious organisations across all major regions of the world. Our reputation for providing outstanding legal expertise is thoroughly deserved: we are globally pre-eminent in all forms of dispute resolution and an international leader in corporate and finance. We are one of the world’s top-ranked energy and resources firms. We offer our clients a top-tier capability across a single global platform with a distinctive focus on industry sectors and an un-paralleled depth of expertise.

Join us, and you will work with inspiring people, many of whom are leaders in their fields. You will be faced with demanding and intellectually stimulating work that will require more than just technical ability. You will need to have a sense of the bigger picture, the ability to cut to the heart of the matter and a gift for developing exceptional working relationships. With more than 20 offices across the globe in fast-growing markets like China, Indonesia and Russia and established centres like the UK, Europe, the US and Australia, we can offer you the international opportunities that only a leading global practice can provide.

We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.

Location description

Located in the heart of the City of London, our Exchange Square offices give us easy access not only to our clients but also to many of the social and cultural attractions of one of the world’s most exciting cities.

Division / Department description

The IT Department is headed up by Haig Tyler and is structured into seven functions comprising Business Projects, Applications, Technology, Customer Services, International, Training and Purchasing. Based predominantly in the London office, IT provides support to the entire global network. The department plays an integral part in helping Herbert Smith Freehills to provide the highest standard of legal advice and services to its clients, including internal services within the firm.

Job information An opportunity has arisen to recruit a highly motivated enthusiastic team player to join the Service Desk, supporting all Herbert Smith Freehills.

Key responsibilities

Acting as the first point of contact for all business IT incidents;
Answering all calls in a professional and helpful manner, with the objective of completely understanding the caller’s problem or requirement;
Ensure all Service Desks calls are recorded effectively in the call logging system;
Provide customers with regular updates ensuring they are fully aware of the status and progress of their call;
Monitoring Service Desk call lists to ensure all calls are being dealt with effectively and according the service standards
Monitoring Service Desk call lists to ensure all calls are being dealt with effectively and according the service standards
Contribute to Service Desk team meetings from an incident management perspective
Actively share information and knowledge with all members of the team
Provide customers with regular updates ensuring they are fully aware of the status and progress of their call
Escalating incidents to Team Managers where appropriate
Monitor and respond to all Service Desk voicemails and emails;
Actively share information and knowledge with all members of the team;
Ensuring that all processes & procedures as detailed in the Best Practice Guide;
Assist with project work including floor walking;
Assist with general admin tasks;
Aim to continually improve levels of IT skills and knowledge.
Shifts:
Weekdays:
3 days on 9.30am-10.00pm or 10am-6.00pm

Weekends: rotation
7am to 3pm (Saturdays and Sundays)
3pm-11pm(Saturdays and Sundays)
11pm-7am(Friday and Saturday nights)

Job requirements

Good educational background, with good ‘A’ levels or equivalent;
Preferably to degree standard or professional qualification or accreditation or equivalent.
Must be able to demonstrate success in a similar role;
Must demonstrate ability to deliver outstanding service in a high-pressure environment working in a medium to large organisation;
Experience of a law firm, or of working in a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential;
Proficiency in Microsoft Office Applications and Windows 7 (XP/2000/2003/2007);
Good understanding of server and network hardware configuration and administration;
Excellent configuration/troubleshooting skills;
Good technical understanding of information systems issues.

Click here to apply: http://www.professionalsinlaw.com/job/7879/service-desk-analyst/