Your role
Provides technical assistance to end users, troubleshooting and resolving hardware, software, and application-related issues. Manages ticket requests, ensures accurate documentation, and collaborates with system owners and senior team members to support and resolve technical problems efficiently.
Responsibilities will include:
- Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application-related problems.
- Diagnoses and troubleshoots technical issues, including account setup and network configuration.
- Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
- Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
- Collaborates with system owners to ensure proper support is provided to end users for those systems.
- Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
- Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
- Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
- Provides first-level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
- Collaborates with more senior team members and other Technology & Data teams to escalate and resolve complex issues.
About you
- Demonstrable experience in an IT support role, providing technical assistance for hardware, software, and desktop applications.
- Strong troubleshooting skills, with the ability to quickly diagnose and resolve technical issues, including account setup and network configuration.
- Familiarity with managing ticketing systems, including logging, tracking, and ensuring accurate documentation and timely resolution of service requests.
- Ability to review incident tickets for precision, appropriate routing, and maintain a focus on resolving issues at first contact where possible.
- Experience collaborating with system owners and liaising with more senior team members to address and escalate complex technical problems.
- Knowledge of gathering and producing key performance indicators to monitor service quality and operational performance.
- Hands-on experience with hardware and software setup and configuration for end users, ensuring readiness for use.
- Strong customer service orientation, with excellent communication skills for assisting non-technical users in resolving common issues.
- Ability to work effectively within a team environment, contributing to a collaborative approach to resolving challenges.
- Motivation to identify opportunities for continuous improvement and enhance support processes.
Linklaters
- Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.
- Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.
- We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.
- Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.
- We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.
What sets us apart
At Linklaters
- We offer a truly global work experience and the opportunity to be involved in strategic projects that drive innovation and shape the future of our business
- We belong to a firm that embodies its corporate social, environment, and governance responsibility commitments
- We celebrate diversity, equity, and inclusion so our people can bring themselves to work
- We advocate speak-up culture to empower our people in sharing their voices and an open-door policy to ensure they are listened to
- We invest in custom-fit career paths for our people in line with their talents and aspirations
- We provide agile working solutions to meet the changing needs of our people and our business
- We are committed to people first relationships based on mutual trust, respect, and appreciation
- We support the health and wellbeing of our people, providing a safe space to talk about emotions and mental health with access to expert advice as needed
- We invest in developing leaders of the future who demonstrate emotional intelligence and a passion to discover, coach and develop the talents of others
Technical Skills:
Access Control Management, Business Partner Support, Device Management, Equipment Repairs, IT Asset Management (ITAM), IT Incident Management, IT Service Delivery Management, System Administration, Technical Support, Troubleshooting
This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.
