Roles and Responsibilities

• Provide advanced technical knowledge and support the most complex and challenging customer queries and requests
• Provide technical advice to other members of the Service Desk team so that they can progress their tickets
• Monitor the Service Desk Team to ensure that a consistent and professional level of support is provided, including monitoring the unassigned and individual team member queues
• Assist in ensuring that individuals in the team keep their queues to a manageable number
• Conduct monthly ticket quality checks
• Quality assure and proactively monitor the team’s tickets to ensure that they are progressed and resolved in a timely manner and that all members of the team regularly update their customers in line with SLAs
• Ensure that the team make initial contact with customers promptly and that they are updated regularly
• Ensure that Service Desk team members are in the call queue and available to take calls in order to keep abandoned calls to a minimum
• Investigate and highlight reoccurring and potential problems to the SD Manager and Problem Manager
• Ensure that urgent issues and VIP tickets are picked up by the team quickly and dealt with appropriately
• Ensure there is an adequate stock of loan laptops and equipment
• Mentor and train Service Desk staff
• Monitor aged calls daily and ensure appropriate action is taken to resolve them
• Notify the Service Desk Manager of complaints. In the absence of the Service Desk Manager notify the Customer Experience Business Partner and/or the Head of Service Delivery
• Ensure the team adhere to defined policies and procedures
• Keep abreast of IT projects and initiatives and clearly communicate relevant information to the rest of the team.
• Regularly create and update Knowledge Base articles and encourage the wider Service Desk team to do the same
• Asist with answering calls and actioning tickets as required
• Liaise with technical support teams and third-parties
• Identify ticket trends and escalate appropriately
• Assist in the production of meaningful statistics from the ITSM and contact center tools.
• Assist in the development of SD documentation and processes and help ensure the team follow them
• Assist the Service Desk Manager with any reasonable tasks, and deputize for them when they are absent
• Other related tasks as required

Person specification

• Experience of working on a busy and demanding legal Service Desk supporting a large customer base
• Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
• Meticulous attention to detail
• Excellent customer service and communication skills
• Highly motivated and methodical with good problem-solving skills
• Ability to remain calm under pressure, prioritise workloads, identify business-critical issues and act upon them
• Maintain a professional. forward thinking and positive demeanour at all times, and act as an ambassador for the IT department, a trusted advisor for customers and a role model for colleagues
• Solutions focussed individual
• Pro-active team player
• Excellent listener and influencer
• Supportive of the aims and policies of the IT department
• Good interpersonal skills, working closely with people at all levels in the firm as well as colleagues in the IT department
• Flexible approach to working including a willingness to work outside of core hours
• Highly motivated and methodical
• Excellent written and spoken English

Technical Skills

• ITIL Foundation qualified (or willing to study towards it)
• Good understanding of ITSM systems
• Knowledge of typical law firm applications including PMS, document management systems, Microsoft office, document comparison tools, CRM and time recording
• Excellent technical, knowledge of hardware, operating systems, and networks