Ashurst Perkins Coie
Service Desk Support Technician
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Description
Ashurst Perkins Coie is seeking a qualified and dynamic individual to take on the role of Service Desk Support Technician in our London office. The individual in this role will serve as a member of the Immediate Response Team (Service Desk) designed to be a "top of the funnel" concept for all support requests across the firm. The Service Desk Support Technician will become proficient in routing all support requests to a standard and centralized support desk in an effort to maximize resources in the local offices and allow for higher quality desk-side/concierge-level service as well as a more dynamic A/V experience.
The Service Desk Support Technician will work Monday through Friday, 9:30 a.m. to 6:30 p.m. London time.
Essential Functions
These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.
- Quickly resolve end-user issues that come into the team over the phone, through e-mail, or potentially via chat.
- Handle approximately 200 daily support requests with other team members via various communication channels.
- Properly and thoroughly document all elements of a support case in the Incident Management System (ServiceNow).
- Prioritize properly and communicate effectively. Escalate issues as appropriate.
- Ensure user requests and issues are clearly documented in tickets and create written documentation for hardware and software installations or other technical matters as requested.
- Assist in creating and editing Service Desk processes and procedures, including knowledge base articles.
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Specific Skills Required
- Ability to communicate effectively both orally and in writing.
- Ability to quickly assimilate advanced technical information and organize and prioritize multiple competing deadlines.
- Troubleshooting skills, including the ability to use various resources including technical manuals, online vendor knowledge bases, and specification documents.
- Knowledge of computer hardware and peripherals, including the ability to test and troubleshoot a variety of complex hardware configurations.
- Knowledge of software including operating systems, and ability to navigate and manipulate the Windows Registry and troubleshoot interaction errors between multiple software packages.
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Education And Experience
Qualified candidates should have an associate or bachelor's degree (preferred), and must have one year of experience in a technical support environment or equivalent. Those with solid functional knowledge of standard PC hardware and software used in office environments are preferred, as well as those with A+, Network+, MCSE, or equivalent technical education are strongly preferred. Candidates having law firm experience is beneficial.
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