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- Tasks: Lead the IT Service Desk, providing advanced support and mentoring team members.
- Company: Join a dynamic legal firm with a strong IT department focused on innovation.
- Benefits: Enjoy a collaborative work environment, opportunities for training, and potential flexible hours.
- Why this job: Be a key player in enhancing customer experience while developing your technical skills.
- Qualifications: Experience in a busy legal Service Desk and strong customer service skills required.
- Other info: ITIL Foundation qualification is a plus; must be proactive and adaptable.
The predicted salary is between 36000 - 60000 £ per year.
The IT Director has an overall responsibility for the running of the IT Department and producing the IT strategy for the Firm.
The IT Group is divided into two sections which are Technical Support and Customer Support. The Customer Support section provides Service Desk support and IT training. The Technical Support section oversees and maintains the back-office structure, implements new technologies and acts as third-line support.
The Senior IT Service Desk Specialist will report to the Service Desk Manager and be assisted and guided by the Service Desk Team Leader. The Senior IT Service Desk Specialist will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.
Roles and Responsibilities
- Provide advanced technical knowledge and support the most complex and challenging customer queries and requests
- Provide technical advice to other members of the Service Desk team so that they can progress their tickets
- Monitor the Service Desk Team to ensure that a consistent and professional level of support is provided, including monitoring the unassigned and individual team member queues
- Assist in ensuring that individuals in the team keep their queues to a manageable number
- Conduct monthly ticket quality checks
- Quality assure and proactively monitor the team’s tickets to ensure that they are progressed and resolved in a timely manner and that all members of the team regularly update their customers in line with SLAs
- Ensure that the team make initial contact with customers promptly and that they are updated regularly
- Ensure that Service Desk team members are in the call queue and available to take calls in order to keep abandoned calls to a minimum
- Investigate and highlight reoccurring and potential problems to the SD Manager and Problem Manager
- Ensure that urgent issues and VIP tickets are picked up by the team quickly and dealt with appropriately
- Ensure there is an adequate stock of loan laptops and equipment
- Mentor and train Service Desk staff
- Monitor aged calls daily and ensure appropriate action is taken to resolve them
- Notify the Service Desk Manager of complaints. In the absence of the Service Desk Manager notify the Customer Experience Business Partner and/or the Head of Service Delivery
- Ensure the team adhere to defined policies and procedures
- Keep abreast of IT projects and initiatives and clearly communicate relevant information to the rest of the team
- Regularly create and update Knowledge Base articles and encourage the wider Service Desk team to do the same
- Assist with answering calls and actioning tickets as required
- Liaise with technical support teams and third-parties
- Identify ticket trends and escalate appropriately
- Assist in the production of meaningful statistics from the ITSM and contact center tools
- Assist in the development of SD documentation and processes and help ensure the team follow them
- Assist the Service Desk Manager with any reasonable tasks, and deputize for them when they are absent
- Other related tasks as required
Person Specification
- Experience of working on a busy and demanding legal Service Desk supporting a large customer base
- Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
- Meticulous attention to detail
- Excellent customer service and communication skills
- Highly motivated and methodical with good problem-solving skills
- Ability to remain calm under pressure, prioritise workloads, identify business-critical issues and act upon them
- Maintain a professional, forward-thinking and positive demeanour at all times, and act as an ambassador for the IT department, a trusted advisor for customers and a role model for colleagues
- Solutions focused individual
- Pro-active team player
- Excellent listener and influencer
- Supportive of the aims and policies of the IT department
- Good interpersonal skills, working closely with people at all levels in the firm as well as colleagues in the IT department
- Flexible approach to working including a willingness to work outside of core hours
- Highly motivated and methodical
- Excellent written and spoken English
Technical Skills
- ITIL Foundation qualified (or willing to study towards it)
- Good understanding of ITSM systems
- Knowledge of typical law firm applications including PMS, document management systems, Microsoft Office, document comparison tools, CRM and time recording
- Excellent technical knowledge of hardware, operating systems, and networks
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Senior IT Service Desk Specialist employer: Charles Russell Speechlys LLP
Contact Detail:
Charles Russell Speechlys LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Service Desk Specialist
✨Tip Number 1
Familiarize yourself with ITIL principles, as this role requires a solid understanding of IT service management. Consider taking an online course or reading up on ITIL best practices to demonstrate your commitment to the field.
✨Tip Number 2
Highlight your experience in a legal Service Desk environment during your conversations. This will show that you understand the unique challenges and demands of supporting a large customer base in a law firm setting.
✨Tip Number 3
Prepare examples of how you've successfully managed high-pressure situations in the past. Being able to articulate your problem-solving skills and ability to remain calm under pressure will be crucial in this role.
✨Tip Number 4
Demonstrate your proactive approach by discussing any initiatives you've taken in previous roles to improve service desk operations or customer satisfaction. This will align well with the expectations for a Senior IT Service Desk Specialist.
We think you need these skills to ace Senior IT Service Desk Specialist
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your experience in a busy legal Service Desk environment. Detail specific examples where you provided advanced technical support and managed complex customer queries.
Showcase Customer Service Skills: Since excellent customer service is crucial for this role, include instances where you demonstrated strong communication skills and the ability to remain calm under pressure while assisting customers.
Detail Technical Knowledge: Clearly outline your technical skills, especially your understanding of ITSM systems and law firm applications. Mention any relevant qualifications like ITIL Foundation or your willingness to pursue it.
Demonstrate Team Leadership: If you have experience mentoring or training team members, be sure to mention it. Highlight how you've contributed to maintaining a professional level of support and quality assurance within a team.
How to prepare for a job interview at Charles Russell Speechlys LLP
✨Showcase Your Customer Service Skills
As a Senior IT Service Desk Specialist, excellent customer service skills are crucial. Prepare examples from your past experiences where you successfully handled complex customer queries or provided exceptional support.
✨Demonstrate Technical Knowledge
Be ready to discuss your technical expertise, especially in relation to ITSM systems and law firm applications. Highlight any relevant certifications, like ITIL Foundation, and be prepared to answer technical questions that may arise during the interview.
✨Emphasize Team Collaboration
This role requires working closely with team members and other departments. Share instances where you effectively collaborated with others to resolve issues or improve processes, showcasing your ability to be a supportive team player.
✨Prepare for Pressure Situations
The ability to remain calm under pressure is essential. Think of scenarios where you successfully prioritized workloads and managed urgent issues. Be ready to discuss how you handle stress and maintain professionalism in challenging situations.
