At a Glance
- Tasks: Be the go-to person for all IT support, ensuring quick and professional resolutions.
- Company: Join a leading law firm with a strong focus on teamwork and client satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic work environment with opportunities for career advancement.
- Why this job: Make a real difference by solving tech issues and enhancing user experiences.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and customer-focused attitude.
The predicted salary is between 31500 - 38500 £ per year.
45,000London Permanent The role will include but will not be limited to: Being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally Being a key part of our engagement and relationship management strategy, being highly visible on a daily basis.
Providing remote technical support for computer applications and hardware, including: Microsoft Office Suites, Windows 11, Mobile Device management (preferably Intune), Document Management System (i Manage), Time recording systems (Intapp), Practice management system (Elite 3E), Digital dictation (Big Hand), Workshare compare, Third party numbering suite (Doc X Tools), CMS (Inter Action), Adobe Suite, Teamviewer, Mobile technologies (i OS, Android).
Using our IT Service Management Tool (Service Now) to provide appropriate troubleshooting tracking log, escalation, and documentation.
Owning call resolution through to resolution and, ultimately customer satisfaction.
Ensuring all calls that cannot be resolved first line are escalated on through IT in accordance with the agreed procedures.
Ensuring that service levels are maintained.
Ensuring that customers are kept aware of progress on their issues.
Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues Ensuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department.
Setting up audio and video conferences either in person or remotely.
Providing out-of-hours on-call IT technical escalation support outside of normal office hours, including weekends and bank holidays in accordance with the firm's rota and IT Service Incidents Policy & Procedure.
Any other ad hoc duties as may be required.
Skills and Experience Required Technical Excellent troubleshooting skills, with demonstrable knowledge of desktop hardware, and laptops A minimum of 2 years' IT service desk/ IT support experience within a law firm Experience of core Microsoft Office products – Word, Excel, Power Point and Outlook A thorough understanding of legal software and technologies Audio/Video conference knowledge desirable Experience with Service Now desirable ITIL Foundation qualification desirable, or equivalent experience Person Customer-focused with a flexible attitude Excellent communication skills Good understanding of a high pressured, professional services environment Able to work under pressure and to tight deadlines Ability to own tasks through to completion Logical and calm, able to inspire confidence and credibility High discretion and confidentiality
IT Technical Escalation Analyst in London employer: DVF Recruitment
DVF Recruitment is an exceptional employer that champions innovation and professional growth, particularly in the dynamic field of AI integration within legal practices. With a supportive work culture that encourages collaboration and continuous learning, employees benefit from tailored training opportunities and the chance to work at the forefront of technology in law. Located in a vibrant area, the company offers a unique environment where legal expertise meets cutting-edge technology, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land IT Technical Escalation Analyst in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what DVF Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges DVF Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at DVF Recruitment!
✨Direct Apply to DVF Recruitment
Let's not forget to apply directly through the DVF Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Technical Escalation Analyst in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at DVF Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at DVF Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at DVF Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
