2405 jobs - 3 added today
176400 registered Jobseekers
Recruiting? Call us on
Posted 10 days ago
Apply on company site
Location:
UK
Job type:
Permanent
Category:
Service Desk Analyst

Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers operating from more than 40 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.

It’s not just about our global network of offices; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.

Position Summary

Under limited supervision, provides internal users with incident management and request fulfillment. Applies knowledge of commonly used concepts, practices, and procedures for laptops, desktops, software, and hardware to identify and troubleshoot users’ technical issues. Utilizes and improves written policy, standards, guidelines and procedures to resolve reported incidents and requests in an efficient and timely manner. In all of the above, exhibits a strong business focus and customer orientation.

Directly reports to the Service Desk Supervisor.

Our Functional Area

Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.

Our team comprises of three functions: Business Services – who maintain, develop and support our enterprise systems, Operations – who design, build and support our communications and data centre operations, and Support Services – who provide desktop, meeting and training support in the Firm’s offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.

Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.

Working closely with our business services colleagues in support of the Firm’s Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm’s global operations.

Duties and Accountabilities1

The tasks and responsibilities of a Service Desk Analysts include, but are not limited to, the following:

* First line telephone technical support, answering support queries via phone, email, and remotely site computers. with a First Call Resolution (FCR) of 70%.Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Take ownership of users’ problems and be proactive when dealing with the issues.

* Log all calls and emails in the ticketing system.

* Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.

* Monitor the ticket queue and ensure all requests and issues are resolved in an efficient and timely manner.

* Install, configure, and test software and hardware for users remotely.

* Serve as technical resource to answer questions, identify needs, make recommendations, and carry out research.

* Create and maintain documentation of procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgbase and intranet. Escalate complex calls to 2nd and 3rd level GTS Support teams.

* At the direction of the Service Desk Supervisor of Service Delivery Manager, develop and maintain reports of call trends and statistics. Make recommendations based on these reports.

* Participate in project teams as necessary.

* Notify all appropriate Offices and Management through clear email notices for any scheduled and unscheduled maintenance or major incidents; provide regular updates on the issues.

* Contribute to team effort through communication, cooperation, and coordination with other team members.

* Maintain professional and technical knowledge by reviewing related professional publications.

* Undertake any other reasonable duties as requested by the Service Desk Supervisors and Service Delivery Manager.

* Maintain hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.

* Undertake other reasonable duties as requested by GTS Management.

Qualifications

* 1+ years help desk (Application/Hardware) experience in medium (500+)- to large-sized (1000+) company; 24x7 environment.

* College degree in any IT related course or equivalent work experience.

* Hands-on experience in desk side troubleshooting (PCs, Printers, PDAs)

* Extensive knowledge of Microsoft-based operating systems (emphasis on Windows XP) and MS Office 2003 (emphasis on MS Word, MS Excel, and MS Outlook).

* Experience in document management systems (Interwoven), distributed time entry programs (DTE/Carpe Diem), and remote communications applications/security (Citrix/Secure ID) is an advantage.

* Superior troubleshooting logic, customer service, and telephone etiquette skills.

* Excellent verbal and written presentation skills.

* A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.

* Time management and team skills (some project management involved).

* MCP, MCDST, Comptia A+, MOUS or similar technical certification desired but not necessary.

* Knowledge of ITIL is essential.

1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Primary Location
: Philippines-Manila

Job
: Technology

Job Posting
: Aug 12, 2020, 4:16:14 PM
Service Desk Analyst

Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers operating from more than 40 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.

It’s not just about our global network of offices; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.

Position Summary

Under limited supervision, provides internal users with incident management and request fulfillment. Applies knowledge of commonly used concepts, practices, and procedures for laptops, desktops, software, and hardware to identify and troubleshoot users’ technical issues. Utilizes and improves written policy, standards, guidelines and procedures to resolve reported incidents and requests in an efficient and timely manner. In all of the above, exhibits a strong business focus and customer orientation.

Directly reports to the Service Desk Supervisor.

Our Functional Area

Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.

Our team comprises of three functions: Business Services – who maintain, develop and support our enterprise systems, Operations – who design, build and support our communications and data centre operations, and Support Services – who provide desktop, meeting and training support in the Firm’s offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.

Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.

Working closely with our business services colleagues in support of the Firm’s Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm’s global operations.

Duties and Accountabilities1

The tasks and responsibilities of a Service Desk Analysts include, but are not limited to, the following:

* First line telephone technical support, answering support queries via phone, email, and remotely site computers. with a First Call Resolution (FCR) of 70%.Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Take ownership of users’ problems and be proactive when dealing with the issues.

* Log all calls and emails in the ticketing system.

* Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.

* Monitor the ticket queue and ensure all requests and issues are resolved in an efficient and timely manner.

* Install, configure, and test software and hardware for users remotely.

* Serve as technical resource to answer questions, identify needs, make recommendations, and carry out research.

* Create and maintain documentation of procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgbase and intranet. Escalate complex calls to 2nd and 3rd level GTS Support teams.

* At the direction of the Service Desk Supervisor of Service Delivery Manager, develop and maintain reports of call trends and statistics. Make recommendations based on these reports.

* Participate in project teams as necessary.

* Notify all appropriate Offices and Management through clear email notices for any scheduled and unscheduled maintenance or major incidents; provide regular updates on the issues.

* Contribute to team effort through communication, cooperation, and coordination with other team members.

* Maintain professional and technical knowledge by reviewing related professional publications.

* Undertake any other reasonable duties as requested by the Service Desk Supervisors and Service Delivery Manager.

* Maintain hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.

* Undertake other reasonable duties as requested by GTS Management.

Qualifications

* 1+ years help desk (Application/Hardware) experience in medium (500+)- to large-sized (1000+) company; 24x7 environment.

* College degree in any IT related course or equivalent work experience.

* Hands-on experience in desk side troubleshooting (PCs, Printers, PDAs)

* Extensive knowledge of Microsoft-based operating systems (emphasis on Windows XP) and MS Office 2003 (emphasis on MS Word, MS Excel, and MS Outlook).

* Experience in document management systems (Interwoven), distributed time entry programs (DTE/Carpe Diem), and remote communications applications/security (Citrix/Secure ID) is an advantage.

* Superior troubleshooting logic, customer service, and telephone etiquette skills.

* Excellent verbal and written presentation skills.

* A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.

* Time management and team skills (some project management involved).

* MCP, MCDST, Comptia A+, MOUS or similar technical certification desired but not necessary.

* Knowledge of ITIL is essential.

1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Primary Location
: Philippines-Manila

Job
: Technology

Job Posting
: Aug 12, 2020, 4:16:14 PM
Select how you want to share: