Service Desk Support Technician

Ashurst Perkins Coie; Greater London; On-site; GBP 26,000 - 35,000; Full time

Job summary

Ashurst Perkins Coie in London is seeking a qualified and dynamic Service Desk Support Technician to join the Immediate Response Team. The role focuses on routing requests to a centralized desk and delivering top-tier desk-side and concierge-level IT service.

You will handle end-user issues by phone, email, or chat, document cases in ServiceNow, prioritize and escalate where needed, and contribute to creating and editing Service Desk processes and knowledge base articles.

Qualifications

• Associate or Bachelor's degree preferred.
• 1 year of experience in a technical support environment.
• Solid knowledge of PC hardware and software used in office environments.
• A+/Network+/MCSE or equivalent certifications are strongly preferred, law firm experience is beneficial.

Responsibilities

• Resolve end-user issues via phone, e-mail, or chat.
• Handle ~200 daily support requests with team members.
• Document all elements of a support case in ServiceNow.
• Prioritize and escalate issues as appropriate.
• Create and edit Service Desk processes and knowledge base articles.

Skills

Communication skills

Technical troubleshooting

Hardware and peripherals

Software & OS knowledge

Windows Registry troubleshooting

Education

Associate or Bachelor's degree (preferred)

A+/Network+/MCSE or equivalent

1 year experience in technical support

Job description

Ashurst Perkins Coie is seeking a qualified and dynamic individual to take on the role of Service Desk Support Technician in our London office. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a "top of the funnel" concept for all support requests across the firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized support desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience.

The Service Desk Support Technician will work Monday through Friday, 9:30 a.m. to 6:30 p.m. London time.

ESSENTIAL FUNCTIONS

• Quickly resolve end-user issues that come into the team over the phone, through e-mail, or potentially via chat.
• Handle approximately 200 daily support requests with other team members via various communication channels.
• Properly and thoroughly document all elements of a support case in the Incident Management System (ServiceNow).
• Prioritize properly and communicate effectively. Escalate issues as appropriate.
• Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested.
• Assist in creating and editing Service Desk processes and procedures, including knowledge base articles.

SPECIFIC SKILLS REQUIRED

• Ability to communicate effectively both orally and in writing.
• Ability to quickly assimilate advanced technical information and organize and prioritize multiple competing deadlines.
• Troubleshooting skills, including the ability to use various resources including technical manuals, online vendor knowledge bases, and specification documents.
• Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.
• Knowledge of software including operating systems, and ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.

EDUCATION AND EXPERIENCE

Qualified candidates should have an associate or bachelor's degree (preferred), and must have one year of experience in a technical support environment or equivalent. Those with solid functional knowledge of standard PC hardware and software used in office environments are preferred, as well as those with A+, Network+, MCSE, or equivalent technical education are strongly preferred. Candidates having law firm experience is beneficial.