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Service Desk Analyst

Premium Job From Freshfields
Recruiter: Freshfields
Listed on: 26th July
Location: Manchester
Salary/Rate: Negotiable
Salary Notes: Negotiable
Type: Permanent
Start Date: ASAP

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Role Purpose
The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.
The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices.
Key Responsibilities and Deliverables
Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern.

Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries;
1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information;
Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs;
Keep customers updated on outstanding tickets;
Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;
Meet or exceed defined quality and performance targets for IT Service Desk;
Take responsibility for calls and see them through to completion;
Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;
Proactively pick up on trends from calls logged
Update documentation and knowledge base articles as and when required
Project work as required

Key Requirements

Customer service / IT Service Desk experience;
Excellent communication skills;
Ability to maintain composure in a pressurised, fast-paced environment;
Ability to understand business needs and prioritise issues accordingly;
Ability to take ownership of and manage issues to resolution;
A broad knowledge and interest in IT


Multi-lingual - German language in particular;
ITIL Certification or relevant experience;
Citrix / Microsoft qualifications;
Experience of supporting remote working (RSA and Pulse) ;
Experience of supporting IOS mobile devices, UEM;
Experience of supporting a Citrix environment;
Experience of supporting Windows 10, MS Office 2016 applications, Office 365;
Advanced knowledge of Active Directory;
Experience of working at a large law firm, professional services firm or investment bank

Freshfields Overview
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.
Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:

we show respect to everyone
we are there for one another
we are open with each other
we are positive role models

We think and work globally - we don't just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn't just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.
We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.
The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.
Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.
Function Overview
The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.