IT Officer

Job Profile:

The IT Officer acts as an ambassador for IT, is responsible for handling requests and incidents as well as providing operational technical support along with occasional training to all customers. The IT Officer is also responsible for driving technological adoption, challenging the status quo, engaging with customers, and is expected to contribute in a positive manner to the success of the firm.

The IT officer will resolve incidents and requests wherever possible at first
point of contact, within the agreed operational framework of policies and
processes, minimizing impact to the business whilst providing exceptional
customer service.

Key relationships:

• Work with internal customers and external clients to deliver a
  professional, customer focused service; prioritizing accordingly.
• Work closely with Senior IT Support Manager / IT Team Leader /
  Senior IT Officers to deliver an efficient and effective service.
• Work with the wider Asia Pacific team to ensure a seamless
  approach to support and security across applications and infrastructure.

Role and responsibilities:

• Customer Relationship Management.
• Engage frequently with customers to educate and advise on their
  technological requirements.
• Identify areas for innovation in line with the firm’s IT strategy.
• Offer solutions to technical and non-technical problems.
• Be proactive and innovative with technological advancements and
  changes.

Service Support:

• Maintain an effective working knowledge of incident resolution across
  all areas of IT Support in order to maximize customer service and call
  resolution.
• End to end ownership of incidents and requests monitoring tickets
  passed to other support teams.
• Ensure accurate and timely updates are maintained in the Incident
  Management System, no ticket should be more than 21 days old
  without a regular update every 10 days.
• Receive and handle requests for support following agreed procedures.
• Promptly allocate tickets/requests as appropriate.
• Maintain relevant records and documentation.
• Infrastructure & Application Support.
• Assist in the investigation and resolution of incidents and problems
  relating to application, infrastructure and/or, operating and network
  systems.
• Carry out agreed operational and specified maintenance procedures
  of a routine nature.
• Monitor routine operations and initiates corrective action if processes
  fail.

Service Delivery:

• Take responsibility for the resolution of incidents ensuring 1st and 2nd
  line resolution is achieved, within agreed SLAs.
• Meet all OLA Service activity targets in line with performance targets
  defined for the technology service.
• Ensure that 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 minimize delays.
• Manage all calls accurately using the ServiceNow (Service Desk) ticket logging system.
• Flexible with hours in order to fully support the team and to ensure the effective running of the operation outside of working hours as required.

Key requirements:
Business Competencies -

• A proactive and solution-driven mindset.
• Clear verbal and written communication skills with the ability to
  explain technical instructions in a non-technical way.
• An enthusiasm to engage with people and a passion for exceptional
  customer service and technology innovation.
• Ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits.
• Ability to work in a team environment to achieve service levels as a
  group and individually.
• Ability to demonstrate initiative by contributing new ideas through
  creative thinking.
• Prioritize and manage workload effectively, often under pressure.
• Take personal responsibility to keep up to date with new technologies, systems and solutions and to facilitate technological innovation.
• Ability to think logically, analyze situations and solve problems in a
  timely manner.
• Awareness of business-critical incidents, and their potential
  implications for the business.
• 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.
• Self motivated, self-starter, who will undertake all activities to the
  highest professional standards.

Knowledge:

• Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service.
• An understanding of all technologies used by A&O, business working practices and active working experience and understanding of the core applications.

Experience:

• Proven experience in a customer facing role.
• Proven experience within an IT Support / Service Desk environment.
• Experience with Microsoft products (office/OS), ServiceNow Service
  Desk application.
• Knowledge and experience with Video Conferencing and Audio
  Visual technology.

Qualifications:

• Ideally the candidate should have the following or equivalent:
  Accreditation in relevant technologies (Microsoft/Cisco etc.)
  ITIL V.3 Foundation.

Summary:

• Experience working in a law firm is an advantage.