IT Support Deskside Engineer in London

The role: We are looking for an IT Support Deskside Engineer to join our IT department in London. This is an advisory role within the IT Support team, acting as a point of escalation and deputising for the team leader. The successful candidate will be required to work from the Simmons & Simmons London Office 5 days per week. The main purpose of the role is to provide face to face support to customers in a range of technologies and disciplines, including both hardware and software. You will need to perform complex fault finding.

Main aim of the role:

• To provide support to London users on Windows 10 and Office 2016.
• Deskside/ floor walking support and Engagement.
• Retain end to end ownership and resolution of calls working within the internal IT support teams.
• All work completed within agreed SLAs and KPIs.
• Delivery of excellent customer service.
• To deliver world class IT service desk support for Simmons & Simmons globally.

What will you do:

• Deskside Engagement and support of office and remote based IT hardware.
• Develop Engagement with the Partners & Fee Earners, local staff, and Technology teams.
• Ensure standards, policies and procedures are developed, maintained, communicated and followed within the region.
• Identify and communicate common issues and problems to the appropriate contact in Technology and the practice.
• Provide input to the maintenance of procedures.
• Work with the Information Technology team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
• Maintain and ensure adherence to daily and monthly metrics (i.e. initial response, support turnaround time, customer service survey etc.).
• Active input and ownership of allocated IT Projects.
• Develop and maintain expert knowledge in relation to all of Simmons & Simmons’ business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.
• Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

What we are looking for:

• Ideally some form of College IT qualification or equivalent.
• Ideally previous experience of working in a IT helpdesk.
• Ideally at least 1+ years technical IT support experience.
• Ideally experience of working in service-orientated company working towards KPI’s and SLA’s.
• Experience Service Now or other call logging systems.
• Previous telephone support and problem solving.
• Good understanding of document comparison tools, Document management systems.
• Logical and objective approach to problem solving.
• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes.
• Willingness to undertake occasional international travel, if required, to support business needs.

Equal opportunities: We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to:

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity.
• Accommodating requests for flexible working arrangements whenever possible.
• Making our roles accessible to individuals with diverse abilities.