Service Response Analyst

Mishcon de Reya; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading law firm in London seeks a Service Desk Analyst to provide exceptional customer support. Not only will you act as the first point of contact for technical issues, but you will also work closely with the Service Delivery team to resolve issues efficiently and maintain strong stakeholder relationships. The ideal candidate possesses strong technical knowledge of various software and systems, along with a passion for excellent customer service. This full-time role requires flexibility with working hours and a proactive approach to problem-solving.

Qualifications

• Ability to prioritise issues according to business needs.
• Ability to explain technical issues in simple terms.
• Good understanding of Microsoft Suite and Windows 10.

Responsibilities

• Be the first contact for incoming queries to the Service Desk.
• Respond promptly to incoming calls and log tickets.
• Troubleshoot and take ownership of incidents.

Skills

Prioritisation

Technical translation

Customer Service

Education

MCP or CompTIA A+

Tools

Microsoft Suite

Windows 10

Active Directory

Azure

DNS

DHCP

Networking Technologies

Exchange Online

Office 365

iManage Cloud

Aderant

Interaction

BigHand

Mobile Devices

Intune

Printer maintenance

SCCM 2012

Call Manager systems

Job description

Mishcon has experienced a huge amount of growth in recent years and our success shows no sign of stopping. Our Technology team also continues to go from strength to strength and we are involved in some incredibly exciting and innovative initiatives across the firm. Rather than being considered a necessary support function, our Technology department is an integral part of the strategy of the firm, and this is reflected both by the level of tech investment and how Technology initiatives are discussed at the most senior level.

Duties and Responsibilities

The successful candidate will work as part of the 1st line Service Response team to delight the business. To achieve this the analyst will work closely with our wider Service Delivery team to provide the best customer experience while at the same time resolving their technical issue or request.

35-hour week on a shift rota. Flexibility is required.

Service Desk Responsibilities

• Act as the initial contact point for all incoming queries to the Service Desk
• Prioritise answering incoming calls to the Tech Service Desk
• Log tickets, including all action taken and any resolution
• Respond to emails and tickets / requests in a timely manner
• Troubleshoot and take ownership of tickets following Incident Management and Request fulfilment (service requests) process
• Escalate incidents when appropriate, working closely with the Service Delivery team members to share knowledge and resolve tickets
• Work collaboratively with the wider Technology team
• Build and maintain relationships with stakeholders throughout the business
• Share and transfer knowledge within the Tech Services team
• Be a Tech ambassador to the business

Skills / Experience

Ability to prioritise issues in line with business imperatives

Ability to translate technical requirements and issues into non-technical terms

• Good knowledge and understanding of Microsoft Suite and Windows 10
• Good understanding and experience of :
• Active Directory
• Azure
• DNS
• DHCP
• Networking Technologies
• Exchange Online & Office 365
• Office 365
• DMS (iManage Cloud)
• PMS (Aderant / Expert Time)
• CRM (Interaction)
• BigHand (Digital Dictation)
• Mobile Devices (iPad, iPhones, Android)
• Intune
• Printer maintenance
• MS Office Templates (Outline or similar product)
• Remote access (Mishcon Anywhere / AOVPN)
• Mimecast2FA / MS Authenticator
• Call Manager systems i.e Cisco or MS Teams (Nimbus)
• Administrator SCCM 2012
• Call logging / ticketing system

Desirable Technical / Education / Training

• MCP and / or CompTIA A+ qualifications

Personal Qualities

• A passion for technology and customer service
• Pro-active and takes initiative, working independently and as part of a team
• Ambitious and striving to develop
• Positively impacts those around them
• A self-starter, able to work under own initiative
• Treats people with respect and in a fair and consistent way
• Solutions driven; logical and methodical approach to problem solving
• Dedication to see a task through to completion.
• Resilient, calm under pressure, adaptable and flexible approach
• Excellent telephone manner and presentable at all times
• Excellent attention to detail
• Ability to effectively manage own workload and time management
• Ability to communicate effectively with people at all levels within the organisation
• Personable and confident, able to build relationships with partners / key stakeholders

Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.

About The Mishcon de Reya Group

TheGroup is an independent, international professional services business with law at its heart, employing over 1400 people with over 650 lawyers. It includes the law firm Mishcon de Reya LLP and a collection of leading consultancy businesses that complement the firm’s legal services.

Mishcon de Reya LLP is based in London, Oxford, Cambridge, Singapore, Hong Kong and UAE. The firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply. The work the firm undertakes is cross-border, multi-jurisdictional and complex, centred around three increasingly entwined and connected sectors : the Innovation Economy, Private Wealth and Capital, and Real Estate. The firm is known as a disputes powerhouse with a formidable capacity firmwide for dispute resolution.

Theincludes consultancy businesses,(in London, Singapore and Dubai),, and(in Hong Kong). The Group also includes, which invests in the most promising early stage legaltech companies as well as the Mishcon Academy, its in-house place of learning and platform for thought leadership.

In 2024, the Group announced its first strategic acquisition in the alternative legal services market, flexible legal resourcing business Flex Legal. It also acquired a majority stake in Somos, a global group actions management business.

We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.

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