IT Analyst (Ulster University Placement Student)

Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.

As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.

At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.

Herbert Smith Freehills Kramer: Your goals. Our ambition

The Opportunity

Key responsibilities:

• Provide 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 customer's 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 each.
• Carry 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 Kramer Company Policies and IT Security requirements.
• Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF Kramer 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 assigned.
• Aim 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 awareness.
• Liaise with vendors and suppliers when required.