Service Response Analyst
The Department Mishcon has experienced a huge amount of growth in recent years and our success shows no sign of stopping. Our Technology team also continues to go from strength to strength and we are involved in some incredibly exciting and innovative initiatives across the firm. Rather than being considered a necessary support function, our Technology department is an integral part of the strategy of the firm, and this is reflected both by the level of tech investment and how Technology initiatives are discussed at the most senior level. Duties And Responsibilities The successful candidate will work as part of the 1st line Service Response team to delight the business. To achieve this the analyst will work closely with our wider Service Delivery team to provide the best customer experience while at the same time resolving their technical issue or request. 35-hour week on a shift rota. Flexibility is required.
- Act as the initial contact point for all incoming queries to the Service Desk
- Prioritise answering incoming calls to the Tech Service Desk
- Log tickets, including all action taken and any resolution, respond to emails and tickets/requests in a timely manner
- Troubleshoot and take ownership of tickets following Incident Management and Request fulfilment (service requests) process
- Escalate incidents when appropriate, working closely with the Service Delivery team members to share knowledge and resolve tickets
- Work collaboratively with the wider Technology team
- Build and maintain relationships with stakeholders throughout the business
- Share and transfer knowledge within the Tech Services team
- Be a Tech ambassador to the business
- Ability to prioritise issues in line with business imperatives
- Ability to translate technical requirements and issues into non-technical terms
- Good knowledge and understanding of Microsoft Suite and Windows 10
- Good understanding and experience of:
- Active Directory
- Azure
- DNS
- DHCP
- Networking Technologies
- Exchange Online & Office 365
- Office 365
- DMS (iManage Cloud)
- PMS (Aderant / Expert Time)
- CRM (Interaction)
- BigHand (Digital Dictation)
- Mobile Devices (iPad, iPhones, Android)
- Intune
- Printer maintenance
- MS Office Templates (Outline or similar product)
- Remote access (Mishcon Anywhere/ AOVPN)
- Mimecast
- 2FA / MS Authenticator
- Call Manager systems i.e Cisco or MS Teams (Nimbus)
- Administrator SCCM 2012
- Call logging/ticketing system
- MCP and/or CompTIA A+ qualifications
- A passion for technology and customer service
- Pro-active and takes initiative, working independently and as part of a team
- Ambitious and striving to develop
- Positively impacts those around them
- A self-starter, able to work under own initiative
- Treats people with respect and in a fair and consistent way
- Solutions driven; logical and methodical approach to problem solving
- Dedication to see a task through to completion.
- Resilient, calm under pressure, adaptable and flexible approach
- Excellent telephone manner and presentable at all times
- Excellent attention to detail
- Ability to effectively manage own workload and time management
- Ability to communicate effectively with people at all levels within the organisation
- Personable and confident, able to build relationships with partners/ key stakeholders