Service Desk Analyst

Allen & Overy is a leading global law firm operating in over thirty countries. By turning our insight, technology and talent into ground-breaking solutions, we’ve earned our reputation as a firm that leads the industry and opens up new possibilities in law. Our lawyers are leaders in their field - and the same goes for our support teams. Ambitious, driven and open to fresh perspectives, we find new ways to deliver our services and maintain our reputation for excellence, in all that we do.

The nature of law is changing and with that change brings unique opportunities. We are defined by our consistent commitment to creating a collaborative and supportive working culture and investing in your progress. We’re committed to supporting a culture that drives diversity and inclusion. Every day, we’re working hard to create an environment where you feel you can bring your authentic self to work. To be comfortable and confident to be who you are in the workplace. To feel like you belong. We offer rewarding careers that are built around your strengths and designed to ensure you can achieve your personal and professional ambitions. Joining our global team, you’ll discover what collaborating on a global scale really looks like; you’ll learn how to help drive change; and you’ll be at the heart of an organisation that’s defining the future of law. If you’re ready to find a place to thrive: It’s Time.

**Department purpose**
The Global Service Desk provides Allen & Overy with 24x7x365 IT support coverage, with teams present at both Singapore and Belfast (UK) locations. Calls can come from anywhere in the world and the Service Desk staff are key in providing an effective and professional IT support service to the firm's staff and clients.

Regularly collaborating with the Global Service Management teams located within the United Kingdom is critical to ensure worldwide consistency of services delivered to customers.

The Global Service Desk team is critical and the backbone for IT customer service, with frequent interaction with and execution of the ITIL disciplines of incident, change, problem, release, and capacity management.

**Role purpose**
The Service Desk Analyst is accountable for supporting and maintaining the following areas:

- Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
- Record all incidents and requests in the BMC Helix call logging system.
- Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
- Ensure that customers are kept informed of events relating to their call.
- Facilitate communication between the various IT teams, both regional as global.
**Key relationships**:

- Proactively engage and work closely with the regional IT Support Officers and IT Operations team, ensuring that the business receives the highest level of service.
- Work closely with Belfast Service Desk team for ticket handover and follow-ups.

Coordinate as required with the ITIL Process Management team (including change, release, problem and configuration)

**Role and responsibilities**:

- Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution. Record all requests for assistance in the BMC Helix call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
- Ensure all calls are responded to within a timely manner and within the agreed OLAs.
- Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
Ensure that customers are kept informed of events relating to their call.
- Monitor calls when passed to 2nd and 3rd line teams.
- Provide guidance, training and mentoring to other team members as required.
- Build and maintain good customer relationships.
- Develop a detailed understanding of the business and departments that are supported.
- Complete tasks and other assigned work to agreed deadlines
**Key Technical requirements**:

- Expertise in the use of Call managing systems.
- Active Directory and Remote Exchange Console.
- Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
- Basic knowledge about ITIL concepts.
**Business Competencies**:

- Strong organisational skills with a proven track record in a challenging support department.
- Commitment to rapidly resolve incidents using a logical and structured approach to problem solving.
- Ability to make sound decisions under pressure.
- Strong commitment to excellent customer service.
- An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language
- Personal credibility, highly self-motivated, self-starter, who will undertake all activities to the highest professional standards.
- Excellent communication skills, both orally and written.
- Ability to operate within a wider team where there may be ambiguity and conflic