Service Desk Technician / Analyst

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 recognized 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 and collaborative 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 IT department in our London office as a Service Desk Technician.

Working under the operational supervision of the Team Leader for the Service Desk and reporting into the Manager of IT Services. The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business.

Working hours are 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business.  (37.5 hour week on a rotational shift basis).   The role holder will be expected to be on-call outside normal office hours.  This will be approximately 1 week in 8 but may vary as operational demands dictate.

• Manages all incoming incidents and service requests in accordance with standard procedures and documented processes
• Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
• Provides proactive incident management across all global queues for regional tickets
• Maintains high 1^st time fix resolution rates on all relevant service desk tickets
• Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems
• Operates within and makes suggestions for improving service desk standards and guidelines
• Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Works with vendor support contacts to resolve technical issues within the service desk environment.
• Defines, documents and maintains relevant service desk processes including all relevant communication activities
• Adheres to all IT and user quality assurance practices/processes
• Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
• Accurately maintains all relevant applications support documentation including the on-line knowledge base
• Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion
• Maintains proactive working relationships between your team and other teams within the IT department and the users
• Provide mentoring and coaching to other team members with respect to technology and processes used within the firm
• Delivers proactive communication via recognized channels
• Provide on-call assistance when needed
• Provide occasional deskside support as business needs require., when needed and perform other duties as directed
• Work overtime or hours other than those normally scheduled whenever the Firm deems necessary.

• Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
• COMPTIA A+, ITILv4 Desirable
• Degree in related field is preferred or equivalent work experience

Experience:

• 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required.

Skills:

• Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities
• Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot
• Good knowledge of Mobile devices such as iPhone, iPads and Android devices
• Strong knowledge of document management systems and e-filing processes
• Strong support capabilities for other non-standard legal applications
• Good working knowledge of remote access technologies and video conference tools
• Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow)
• Proficiency in Generative AI Technologies and their application within a Legal Environment.

Performance Traits:

• Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations
• Strong customer service skills and the ability to develop a rapport with users over the phone
• Quickly and accurately troubleshoot applications/document based issues
• Ability to learn and apply new technical knowledge quickly
• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

At Mayer Brown, we are committed to creating an 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 all backgrounds and values different perspectives and ideas.

One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network 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.