At a Glance
- Tasks: Resolve tech issues and support users through phone, email, and chat.
- Company: Join Ashurst Perkins Coie, a leading law firm with a dynamic team.
- Benefits: Gain valuable experience in a supportive environment with career growth.
- Other info: Work Monday to Friday, 9:30 a.m. to 6:30 p.m. in London.
- Why this job: Be the first point of contact for tech support and make a real difference.
- Qualifications: Tech-savvy individuals with strong communication skills and troubleshooting abilities.
The predicted salary is between 30000 - 40000 £ per year.
Ashurst Perkins Coie is seeking a qualified and dynamic individual to take on the role of Service Desk Support Technician in our London office.
The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a "top of the funnel" concept for all support requests across the firm.
The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized support desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience.
The Service Desk Support Technician will work Monday through Friday, 9:30 a. m. to 6:30 p. m. London time.
ESSENTIAL FUNCTIONS
- Quickly resolve end-user issues that come into the team over the phone, through e-mail, or potentially via chat.
- Handle approximately 200 daily support requests with other team members via various communication channels.
- Properly and thoroughly document all elements of a support case in the Incident Management System (Service Now).
- Prioritize properly and communicate effectively. Escalate issues as appropriate.
- Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested.
- Assist in creating and editing Service Desk processes and procedures, including knowledge base articles.
- SPECIFIC SKILLS REQUIRED
- Ability to communicate effectively both orally and in writing.
- Ability to quickly assimilate advanced technical information and organize and prioritize multiple competing deadlines.
- Troubleshooting skills, including the ability to use various resources including technical manuals, online vendor knowledge bases, and specification documents.
- Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.
- Knowledge of software including operating systems, and ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
EDUCATION AND EXPERIENCE
Qualified candidates should have an associate or bachelor's degree (preferred), and must have one year of experience in a technical support environment or equivalent.
Those with solid functional knowledge of standard PC hardware and software used in office environments are preferred, as well as those with A+, Network+, MCSE, or equivalent technical education are strongly preferred.
Candidates having law firm experience is beneficial.
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Service Desk Support Technician in London employer: Ashurst Perkins Coie
Ashurst Perkins Coie is an excellent employer, offering a dynamic work culture that prioritises flexibility and employee growth. With comprehensive health benefits and opportunities for career advancement, this role as an IT Service Desk Analyst allows you to thrive in a supportive environment while making a meaningful impact across the firm.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Support Technician in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ashurst Perkins Coie. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ashurst Perkins Coie before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Support Technician in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ashurst Perkins Coie:Your cover letter is your chance to shine! Tell us why you want to work at Ashurst Perkins Coie specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ashurst Perkins Coie!
How to prepare for a job interview at Ashurst Perkins Coie
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
