IT User Support Specialist

Simpson Thacher & Bartlett LLP; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading international law firm is seeking an IT User Support Specialist for their London office, providing high-level IT support to users and clients. This role requires troubleshooting skills and experience in professional services, with an emphasis on legal applications. The firm fosters a diverse environment where collaboration and individual potential are maximized.

Qualifications

• Minimum of 3 years' experience in professional services, preferably legal.
• Ability to provide white glove support for VIP users.
• Knowledge of ITSM tools and legal applications required.

Responsibilities

• Provide 1st, 2nd, and elements of 3rd line support to users.
• Troubleshoot hardware and software issues.
• Assist with projects and maintain asset registers.

Skills

Excellent communication skills

Ability to manage workload

Work under pressure

Tools

Microsoft Office Suite

iManage

ServiceNow

InTapp

Litera

Job description

Department: Information Technology

Location: London

The firm

Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has more than 1,000 lawyers. Headquartered in New York with offices in Beijing, Brussels, Hong Kong, Houston, London, Los Angeles, Luxembourg, Palo Alto, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe.

Description/Job Summary

With the continued growth within STB the requirements are to onboard an additional IT User Support Specialist to the London IT OTS team. To achieve this the role requires white glove support to all STB users and its clients by ensuring that all IT services and equipment is supported and maintained to the highest standard.

The IT USS will be expected to do multiple tasks including but not limited to 1st, 2nd & elements of 3rd line support, Project work, Travel and potential OOH support. Helping to identify trends, issues and problems and to work with the team in escalating these issues appropriately.

Responsibilities/Duties

• Provide support, assistance to users & clients via email, telephony or in person.
• Ability to support senior users and clients in stressful environments.
• Ensure that all incidents, requests and problems are actioned within the agreed SLA.
• Escalate calls to the appropriate teams within a timely manner as and when required.
• Ability to provide support for both windows and IOS devices including laptops, tablets and mobiles.
• Responsible for troubleshooting a wide variety of Hardware and Software issues.
• Ability to take ownership and accountability with projects and workload.
• Help maintain all stock levels and update asset register.
• Accountable for installs, moves & changes.
• Working with the IT training team to highlight training needs for users.
• Provide key updates/milestones during team meeting for all projects that your assigned to.
• Any other ad-hoc duties/projects as required by the Senior London IT Team.

Required Skills

• Previous professional services experience ideally Legal, minimum of 3 years.
• Excellent knowledge of Microsoft office suite, preferably Office 365.
• Experience in supporting legal applications such as iManage, InTapp, Litera, minimum of 3 years.
• Previous ITSM tool knowledge such as ServiceNow.
• Ability to work under pressure when required.
• Excellent communication skills both written and verbal.
• Ability to manage workload and assist team members when required.
• White glove support for all VIP users is essential.

Details

Salary and Benefits: Competitive

Hybrid: Monday-Thursday in office, ability to WFH on Fridays

Simpson Thacher is committed to ensuring that everyone can reach their full potential, irrespective of background, identity, or circumstance. We know that we are at our best when we bring together diverse experiences and perspectives. This is why we are focused on fostering a collegial environment which maximises collaboration, empowering every individual to thrive and succeed.