Totum Partners
IT Technical Escalation Analyst (2nd Line) - Law Firm
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IT Technical Escalation Analyst (2nd Line) - Law Firm
Job Responsibilities
The Technical Escalation team is responsible for providing a professional and high-quality service to the firm's internal users, both over the phone and in person. It operates as the escalation point for the 1st line team, as well as phone cover.
- Using our IT Service Management Tool (ServiceNow) to provide appropriate troubleshooting tracking log, escalation, and documentation.
- Owning call resolution through to resolution and, ultimately, customer satisfaction.
- Setting up audio and video conferences either in person or remotely.
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Skills Required
- A minimum of 2 years' IT support experience within a law firm.
- Technical knowledge - Office365, Windows 11, Intune, iManage, Intapp, Elite 3E, BigHand, InterAction, and Entra ID/Azure AD.
- Excellent troubleshooting skills, with demonstrable knowledge of desktop hardware and laptops.
- Audio/Video conference knowledge is desirable.
- ITIL Foundation qualification is desirable, or equivalent experience.
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Additional Information
This role offers hybrid working - 1 week office-based, 1 week onsite, repeated. This role requires on-call on a rota basis, 1 week per month.
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