Service Desk Technician - 6 Month FTC

Overview:

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract.

Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services.

The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business.

08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis).

The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate.

Responsibilities:

Manages all incoming incidents and service requests in accordance with standard procedures and documented processes

Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded

Provides proactive incident management across all global queues for regional tickets

Maintains high 1st time fix resolution rates on all relevant service desk tickets

Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems

Operates within and makes suggestions for improving service desk standards and guidelines

Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

Works with vendor support contacts to resolve technical issues within the service desk environment

Defines, documents and maintains relevant service desk processes including all relevant communication activities

Adheres to all IT and user quality assurance practices/processes

Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices

Accurately maintains all relevant applications support documentation including the on-line knowledge base

Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion

Maintains proactive working relationships between your team and other teams within the IT department and the users

Provide mentoring and coaching to other team members with respect to technology and processes used within the firm

Delivers proactive communication via recognized channels

Provide on-call assistance when needed

Assist in other area's in IT when needed and perform other duties as directed

Work overtime or hours other than those normally scheduled whenever the Firm deems necessary.

Qualifications, Experience and Personal Attributes:

Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred

COMPTIA A+, ITILv4 Desirable

Degree in related field is preferred or equivalent work experience

Experience:

3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required.

Skills:

Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities

Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot

Good knowledge of Mobile devices such as iPhone, iPads and Android devices

Strong knowledge of document management systems and e-filing processes

Strong support capabilities for other non-standard legal applications

Good working knowledge of remote access technologies and video conference tools

Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow)

Proficiency in Generative AI Technologies and their application within a Legal Environment

Performance Traits:

Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations

Strong customer service skills and the ability to develop a rapport with users over the phone

Quickly and accurately troubleshoot applications/document based issues

Ability to learn and apply new technical knowledge quickly

Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors

Ability to work in a diverse team and effectively support the demanding needs of the Firm

Ability to work under pressure, meet deadlines with shifting priorities

Must be a self-starter with a high level of initiative

Strong customer service skills, able to anticipate needs

Strong attention to detail, organizational skills and the ability to handle multiple projects

Maintains confidentiality and exercises discretion

Exercises solid strategic thinking and problem-solving skills

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed.

Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas.

One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family).

We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.

Posted Pay Range: