JOB DESCRIPTION About Herbert Smith FreehillsAs one of the world's leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe.
With over 5,000 people, including 3,100 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America, Herbert Smith Freehills is at the heart of the new global business landscape providing premium quality, full-service legal advice.We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people.
Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.
The OpportunityKey ResponsibilitiesProvide prompt and positive hardware and software support both remotely and onsite.First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal and onsite.Professionally handle all tickets offered from the Belfast office with the objective of gaining an understanding of the customers incident/request and offering the appropriate support in a timely manner.Ensure all incoming and outgoing tickets offered are recorded correctly into tickets in ServiceNow at the time of receiving the information.Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.Keep updated on new and ongoing problems and the workarounds associated with eachCarry out IT specific daily operational actions as and when assigned.
Monitor ServiceNow ticket queue constantly to pick up new tickets or updates and react to them proactively and appropriately.Provide customers with updates at least every 24 hours to ensure they are kept fully up-to-date of the status and progression of their issues.
Understand and comply to all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to HSF Company Policies and IT Security requirements.Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF ensuring sharing of current IT situations, knowledge, procedures, and processes.Proactively maintain access to all the applications and services to undertake the role successfully.Assist with any ad-hoc IT support or project work when assignedAim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awarenessLiaise with vendors and suppliers when required Key Performance IndicatorsMonthly Incident Resolution Times – resolving at least 80% of tickets handledFirst Time Fix Rate – at least 85%Quality Assurance – Managing more than 95% tickets to good standard or aboveQualifications, Skills and ExperienceGood educational backgroundExperience of working at least 1 year in a large professional services environment e.g.
Law, Banking, Consulting or Accounting Have held an active technical role in the support of multiple production environments.Have up-to-date working knowledge of hardware, software, servers, networking, infrastructure, firewall configuration and administrative technical and troubleshooting skillExperience with investigating and analysing Windows 10, Worksite/Filesite 9.3 and above Microsoft Office 365, Expert, Interaction, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, BigHand.Experience in working with Azure / Hybrid environmentKnowledge of WIN 10, Surface pro, screens, monitors, printers and their functions as well as experience on BOYD supportProficiency in Microsoft Office Application support with strong skills needed on Outlook and Windows 10/365Experience with M365 , OneDrive, Sharepoint, MS TeamsGood technical understanding of communication tools (iPhone, MS Teams, email) and systems issues.ITIL Foundation Certified an advantage but should as a minimum be able to explain ITIL best practices and reflect the ability to follow ITIL processes and procedures.Confident and experienced on undertaking remote support investigation and implementing known solutions.Experience in handling and communicating on Major Incident escalations and invoking support from the required support personnel and teams whenever on shift.Applications close at 12pm (BST) on Friday 31st January 2025TeamInformation Technology, London IT Karly Swan Level 2Working PatternFull timeLocationBelfastContract typePermanent ContractDiversity & InclusionAt Herbert Smith Freehills you will be part of a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator.
People at our firm come from a range of backgrounds and bring a wide variety of experiences and perspectives to their work with us.
We strive to ensure that our inclusive environment means you feel valued and able to perform at your best by being your authentic self at work.
We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling highly engaged in meaningful work.We understand that you have commitments and personal interests outside of work and we strive to create a working environment based on mutual trust and respect, in which you can perform at your best whilst maintaining sustainable balance across your life.