Working within the Support Service team to provide a hardware and software support service with the local office. This will entail: managing escalated user queries from the Service Desk; assisting users with hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware.
Active contribution to Support Services.
A support specialist is expected to make an active contribution within the support services function. This will entail a personal commitment to learning and growth, sharing of information with others, developing expertise in a number of areas, contribution of KB articles submitted, representing Support Services within a project teams.
Duties and Responsibilities
Provide second-level/floor support based on escalated incidents from the Service Desk.
Deliver a high standard of customer service.
Take ownership of problems and be proactive in dealing with support issues.
Keep end users full informed of the progress of their support incident at all times.
Monitor the call queue within CA to ensure calls are resolved in an efficient manner and according to business need \ priority.
Ensure that all work is logged and tracked through CA.
Configure, support and maintain PCs and other IT equipment as required.
Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, smart devices (iPhones), telephones, monitors, printers and other peripherals.
Maintain accurate record of all loaner devices to include: PC/laptop, BlackBerry, mobile phones, printers and peripherals including coordination and timely return of all leased equipment.
Maintain a detailed understanding of all aspects of user account management in relation to the employee life cycle including: AD accounts, smart devices (iPhones), SecurID, SafeBoot account etc.
Computer assignment and office setups are completed before start date.
Assist in the preparation of user account moves to another office.
Setup and maintain RSA SecurID accounts and distribute tokens.
Assist the Audio Visual team with the coordination and setup of all conference room booking requests that require Computer/Audio/Visual technology support.
Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required.
Active Contribution to Support Services
A support specialist is expected to make an active contribution within the support services function.
Will be actively working towards becoming a subject matter expert in a number of areas.
May participate and will seek to make an active contribution to a GTS virtual team assignment.
Act as the Support Services member within GTS project team.
Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication and ensure these are reflected in the Service Desk Knowledge Base.
Contribute to the Problem Management function to devise technical solutions and work-around to known errors.
Demonstrate a personal commitment to learning and growth, sharing of information with others.
Maintain an attitude and behavior in keeping with our GTS Guiding Principles.
Utilisation of Service Manager ticketing system for incident assignment, resolution, and management is mandatory.
Record and assign personal time on a daily basis to using the firm’s time recording system (DTE-Axiom).
Actively participate on global/regional/office project and/or virtual teams as request by management.
Maintain a high level of professional and technical knowledge.
Maintain a professional demeanor at all times.
Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.
Remain flexible with shift hours and lunchtime based upon the needs of the group.
Uphold firm, departmental and team rules and procedures.
Contribute to team effort through communication, cooperation and coordination with other team members.
Regular, predictable attendance is required with the mandatory utilisation of the firm’s attendance system (where in use).
Undertake any other reasonable duties as requested by IT management.
2+ years experience in a similar role.
Team player who is ambitious and motivated.
Excellent interpersonal skills and patience working with others.
Must be able to multitask and work in a fast-paced environment.
Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.
Excellent verbal and written presentation abilities.
Capable of grasping new concepts without prior experience.
College degree or relative work experience.
Ability to lift or move equipment, if needed.
ITIL Foundation certification or practical experience of ITIL is desirable
MOUS or similar technical certification is desirable.
Knowledge of the following would be advantageous:
Hands-on experience in desk side troubleshooting
Application support experience of: word processing applications (MS Word), document management systems (Interwoven), email applications (MS Outlook), distributed time entry programs (DTE), spreadsheet and presentation applications (MS Excel/MS Powerpoint), and remote communications applications/security (Citrix/Secure ID).
Exposure and/or experience with database applications.
Administrative knowledge and experience of Microsoft back-office products, Understanding of Networking Directory Services, Microsoft ADS, LDAP, TCP/IP DHCP, DNS, WINS.
White & Case was founded in New York in 1901 and has grown into one of the world's leading global law firms. Among the Firm's core values are its commitment to excellence, teamwork, innovation and diversity, all in the service of and dedication to our clients around the world.
Our clients include many of the world’s most respected and well-established companies, visionary start-ups, government...al organizations and state-owned entities.
In emerging and established markets, our lawyers use their knowledge of the laws, business practices and culture to advise our clients on their cross-border business.
Our practices, systems and people are integrated across offices and jurisdictions, allowing us to leverage our global knowledge and resources to ensure our clients receive the same quality service, wherever they may be.
White & Case has 38 offices in 26 countries around the world.