IT Service Desk Analyst

The department

Information Technology at HFW is key to the success of the firm. Put simply, we provide the capability for our people to be entrepreneurial, creative, and collaborative. The IT Department operates 24/7 and has c50+ staff – with London and Hong Kong being the primary and secondary locations respectively.

The IT Service Delivery team (which includes the IT Service Desk) consists of 20 staff. The team is the key interface between the users and the Operations, Projects, and Development teams.

The role

The IT Service Desk is responsible for providing a professional and high quality service to the firm’s internal staff. It operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The team delivers support in an efficient, positive, helpful and enthusiastic manner. An excellent customer experience is our goal.

Key responsibilities

The role will include, but will not be limited to:

• Being the first point of contact for all IT-related support for the firm globally, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally. This includes providing out-of-hours support (at weekends and until midnight Mondays to Fridays) on a rotational basis as part of the IT 24/7 follow-the-sun support offering.
• Providing remote and desk-side technical support for computer applications and hardware – not limited to, but including: Microsoft Office 365, Microsoft Teams, Zoom, Windows 10, Document Management System (iManage), Time recording systems (IntApp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Remote Access (VPN, RSA, Citrix), Mimecast, Mobile technologies (BiOS, Android, Intune), Remote desktop (VNC/TeamViewer).
• Using the IT Service Management Tool (ServiceNow) to provide appropriate troubleshooting tracking log, escalation, documentation, and knowledgebase articles. 
• Using the Genesys call receipt system.
• Task ownership through to resolution and ultimately customer satisfaction.
• Ensuring all calls that cannot be resolved are escalated on through IT in accordance with the agreed procedures. Ensuring that service levels (SLAs) are maintained.
• Ensuring that customers are kept up-to-date and aware of progress on their issues. 
• Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues or problems.
• Ensuring that all administrative procedures are followed, promoted, and always maintained, thus ensuring the smooth running of the department.
• Assisting with the setup of audio and video conferences either in person or remotely.
• Any other ad hoc duties as may be required.

Key skills and experience required

Technical

• Excellent troubleshooting skills, with demonstrable general knowledge of hardware, such as laptops (Intune), and mobiles.
• A minimum of 12 months’ IT help desk support experience within a professional service
• Experience of core Microsoft Office 365 products – Word, Excel, PowerPoint, Outlook and Teams.
• General understanding of legal software is advantageous.
• Audio/Video conference knowledge desirable.
• ITIL Foundation qualification desirable.

Person

• Customer-focused with a flexible attitude
• Excellent communication skills
• Good understanding of a high pressured, professional services environment
• Able to work under pressure and to tight deadlines
• Ability to own tasks through to completion
• Consistently strives to achieve excellence
• Logical and calm, able to inspire confidence and credibility
• High discretion and confidentiality
• Flexible regarding working hours – change windows are likely to require work outside working hours

Additional Information

Kindly note that this job description is not contractual. It will be reviewed periodically and may be amended or altered to meet the needs of the firm.

The job-holder will be required to work seven hours per day, Monday to Friday, as specified by the firm on a rota basis, to commence not earlier than 8.00am and finish no later than 12 midnight. The 4.00pm to midnight shift (on a rota basis) may be worked from home. The job-holder will be entitled to an anti-social hours allowance for each evening and weekend shift worked. 

HFW aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff. All applications will be considered only on merit and the applicant’s suitability to meet the requirements of the role.

HFW collects and processes personal data relating to job applicants to manage its recruitment process. The firm is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. For information on how the firm will process your data, please see our Privacy Notice, in the section “What we collect and how we use it”.