IT Service Helpdesk Officer (m/f/x)

Department purpose

Our Luxembourg IT department is in charge of the IT deskside support, IT training, AV equipment and supplier management. We are supporting the business to face growing challenges in a rapidly moving technology environment. Innovation and excellence are key drivers in our everyday work.

Role purpose

The IT Service Desk Officer is responsible for providing operational first and second line IT support to Partners and all internal staff within A&O Shearman.

The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team.

The IT Service Desk Officer will work under the supervision of the IT Manager and will work in close contact with all members of the IT team and the Business services team.

Responsibilities

As an experienced professional, you will assist the IT department in its daily activities including:

• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
• Promptly allocate incidents and requests as appropriate.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures.
• Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
• Support users with technical IT issues related to software, hardware and networking on-site or remotely.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Follow-up and find solutions to solve problems quickly for any issue related to IT.
• Configure and deploy new laptops & mobiles phones.
• Install new software and hardware.
• Ensure the regular update of applications and administer IT equipment.
• Take part to local and global IT projects.
• Offer support and assistance to clients via phone and in person.
• Work collaboratively with the team and related A&O Shearman departments in line with the service & business requirements.
  
  

Key Requirements

• High school diploma with IT or technical qualification
• At least 3 years of experience in a customer facing role within an IT Support/Service Desk environment.
• Professional working proficiency in English and French (oral and written)
• Deep knowledge of Windows OS and Microsoft Office 365 products (Azure Cloud)
• Knowledge in iManage, BMC Helix, Aternity, Kofax Equitrac, MFP, ABM, Cisco technology, SCCM /Intune
• Excellent interpersonal and organizational skills
• High level of customer service
• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way.
• An enthusiasm and passion for excellent customer service.
• The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits.
• The ability to work on own initiative, prioritize and manage workload effectively, often under pressure.
• The ability to work in a team environment to achieve service levels as a group and individually.
• The ability to keep up to date with new technologies, systems and solutions.
• The ability to think logically, analyze situations and solve problems.
• The awareness of business-critical incidents and their potential implications for the business.
• The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
• A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
• A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
• An understanding of all technologies used by A&O Shearman, business working practices and an understanding of the core applications.
• ITIL Foundation – desirable
• Microsoft Azure Fundamentals Certification (AZ-900) - desirable
  
  

What We Offer

You will work in a dynamic and challenging environment with an international dimension. We greatly value our unique culture, which combines high-quality client service with a real focus on people and teamwork. In our firm, positive attitude matters. We believe it defines the way in which we work, both with clients and with colleagues.

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel.

We provide first-rate training and development, are committed to diversity, equity, and inclusion, and offer support and ways of working that help you optimize your wellbeing. We also actively support the inclusion of neurodiverse individuals, ensuring our workplace is welcoming and accommodating for everyone.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.