Local Support Technician (6 month FTC)

Clyde & Co; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Local Support Technician for a 6-month FTC. This role involves providing exceptional customer service, managing hardware, and supporting IT projects. The ideal candidate will have a strong background in IT service desks, excellent communication skills, and a passion for customer satisfaction. This is an in-office position, requiring presence 5 days a week, where you will play a crucial role in ensuring smooth operational workflows and assisting with various IT-related tasks. If you're looking for a dynamic environment to grow your skills, this opportunity is for you.

Qualifications

• 1-2 years experience in IT service desk roles.
• Experience in professional services is essential.

Responsibilities

• Respond to customer incidents and requests within agreed SLAs.
• Manage end user assets from setup to collection.
• Assist with audio-visual conferencing and troubleshooting.

Skills

Customer Service Skills

IT Service Desk Experience

Communication Skills

Education

Relevant IT Certifications

Tools

Ticketing Systems

Active Directory

Job description

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The Role

The Local Service Specialist's role is to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (e.g. for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction. This is an in office role and the ideal candidate will be expected to be in office 5 days a week.

Description

The Role

The Local Service Specialist's role is to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (e.g. for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction. This is an in office role and the ideal candidate will be expected to be in office 5 days a week.

Key Responsibilities

• Respond to customer incidents and requests within agreed SLAs. Demand primarily comes from the London Tech Bar as well as escalations from the Global IT Service Desk.
• Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Laptop builds and profiling for new starters and replacement laptops.
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies, with clear documentation
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately
• Manage user accounts in active directory and supported applications
• Assist with audio-visual conferencing
• Perform onsite hardware and/or software testing and troubleshooting
• Assist with security incident response and investigation where required
• Assist with major incidents response and resolution where required
• Assist with office move technology logistics
• Assist with project delivery
• Ad-hoc tasks assigned by Manager
  
  
  

Skills

Essential Skills & Experience

• Experience in professional services (E.g. Law firm, Accountancy firm etc.) on a service desk or similar role (essential)
• 1-2 years experience working in an IT service desk role
• Customer Service skills
  
  
  

The Firm

Clyde & Co is a leading global law firm, helping organisations successfully navigate risk and maximise opportunity in the sectors that underpin global trade and commercial activity and enable global prosperity, namely: insurance, aviation, marine, construction, energy, trade and natural resources. Globally integrated, we offer a comprehensive range of contentious and non-contentious legal services and commercially-minded legal advice to businesses operating across the world. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves and provides an environment in which everyone can realise their potential, using its legal and professional skills to support its communities through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment including through a commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets. The firm has 490 partners, 2400 lawyers, 3200 legal professionals and 5500 people overall in nearly 70 offices and associated offices worldwide.

Our Values

Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for our clients and our firm. We:

• Work as one We are a globally connected team of talented people who act with a firm-first mentality to achieve success
• Excel with clients We aim high and challenge ourselves to deliver unique excellence for our clients, keeping them at the centre of everything we do
• Celebrate difference We help each other to be at our best and believe our differences result in greater achievement
• Act boldly We seek new opportunities, take action and learn as we go, recognising that curiosity drives our development and contributes to growth
  
  
  

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Technical Excellence
• People and Team
• Client/Stakeholder Relationships
• Service Delivery and Commercial Awareness
• Personal Effectiveness
  
  
  

This is the job description as constituted at present; however the Firm reserves the right to reasonably amend it in accordance with the changing needs of the business.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice

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