Service Desk & Technical Support Apprentice

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes.  We are recognised by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. 

We are a collegial, collaborative, and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our London office as a Combined Service Desk & Technical Support Analyst (Apprentice).

Hours:

Monday – Friday: 8:00 am to 7:00 pm (37.5 hour week on a rotational shift basis)

The Role:

Combined Service Desk & Technical Support Analyst (Apprentice)

Purpose of the Role:

Working under the operational supervision of the Service Desk and Technical Support Team Leaders, reporting into the IT Customer Services Manager for London, Brussels and Dubai, the Apprentice will learn and develop a range of skills across 1^st and 2^nd line support levels needed to provide office based technology set-up and support, via telephone and in person, based upon standard operating procedures, including troubleshooting and resolving custom application, system or hardware issues and providing operational support of the video conferencing network and its peripherals locally and in conjunction with other offices, including video conferencing software and systems from Cisco, Webex, Zoom and Microsoft Teams; and scheduling and supporting video and audio conferences as required. Acting as a support resource when directed and working closely with their local, regional and global peers to ensure seamless delivery of technology services and supporting the end user in conjunction with the Firm’s strategic technology goals and initiatives. 

Primarily responsible for providing a combination of 1^st and 2^nd level IT incident support and resolution services to internal Mayer Brown personnel. The Apprentice will work within the IT Service Desk team to provide a professional and effective service in support of the Mayer Brown business and to ensure the business is utilising its technology resources effectively. 

Accountabilities

• Provision of excellent Customer Services in accordance with documented processes
• Management of all incoming Service Desk tickets when assisting the 1^st line team or managing escalated tickets when assisting 2^nd line team and associated customer expectation communication
• Effective and proactive communication of problems/issues that impact the business (e.g. outages)

Responsibilities

• With supervision, provide first point of contact for customer service, technical assistance and problem resolution of all questions/incidents related to supported technology within the firm or escalate as per agreed processes
• Follow all IT policies in relation to incident resolution and/or escalation
• Follow all IT policies in relation to security, data management and protection
• Follow all administrative processes and procedures for sickness reporting, holidays and leave requests
• Assist in all aspects of user account management, e.g. creation, deletion, setting of access permissions.
• Image, configure, repair and maintain all Firm-supported laptops, desktops, mobile devices and video conferencing equipment in accordance with firm standards
• Provide support for audio visual/video conference meetings and events
• Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference meetings
• Provide hands-on and remote support/troubleshooting of integrated video and audio-conferencing equipment in conference rooms and mobile environments
• Provide technical support to conference rooms at multiple local locations including sound equipment, teleconferencing, video conferencing and other audio-visual support as necessary
• Provide set-up and support of audio visual and related equipment, and computers used for presentations, within conference rooms and visiting attorney offices
• Maintain inventory of all audio and video equipment and perform maintenance as needed as directed by the multimedia engineering team
• Provide programming and move/add/change support for office phones (where applicable)
• Provide assistance in other areas of IT/other duties when needed
• Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
• Work with your manager and/or team to successfully meet timelines and/or budgets for assigned projects
• Participate in weekly moves (users moving to other offices and/or floors)

Business Relationship Management

• Provide high levels of customer support by being responsive, communicating proactively and managing expectations

This role would be suitable for someone wanting to study for CompTIA A+, Gain knowledge on Microsoft Windows 10/11, Microsoft Windows Server 2022/25 and will also achieve an industry recognised Level 3 certification as an 'Information Communication Technician' upon successful completion of the apprenticeship program

Experience/Candidate Specification:

• Accurate spelling, grammar, punctuation and email etiquette
• Strong IT skills including MO Word, Excel and Outlook
• Attention to detail, accuracy and organisation skills
• Full literacy and numeracy skills
• Good communication skills; competent in exchanging written and verbal information
• Passionate about IT
• Ability to work within recognised procedures and guidelines and to be able to identify issues and problems and escalate to managers as appropriate
• Able to work on own initiative as well as part of a team
• Seeks to achieve excellence in all areas of work and working relations
• Professional and personable
• Enthusiastic and self-motivated

Physical Requirements: Sitting for extended periods of time.  Dexterity of hands and fingers to operate standard Firm telephony, computer, keyboards and mouse. Some physical lifting and moving of equipment up to 14 kgs may be required from day to day.

At Mayer Brown, we are committed to creating a diverse and inclusive work environment that offers our people the opportunity and support they need to succeed.

Our culture promotes mutual respect, acceptance, cooperation and productivity among people from varying backgrounds and values different perspectives and ideas.

One of our core values at Mayer Brown is to promote diversity and inclusion at all levels within the business which is actively supported by our diversity networks - LGBT+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability) and Work and Me (Family).

We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.