IT User Support Specialist

Our client an international Law Firm based in the heart of the West End requires an IT User Support Specialist to start ASAP. This is a 12 monyh contract with the possibility of becoming permanent. Your hours are likely to be 8 - 4 but you may need to work overtime when required.

The main duties of the IT User Support Specialist are:

• Providing first line of support for users firmwide on all applications, hardware and network-related issues
• Keeping users informed of status and changes to open issues in a timely manner
• Receive and manage all support calls received through Call Centre
• Enter all calls into call tracking system, monitor assigned calls, provide ongoing progress reports to users and issue weekly reports on completed and outstanding calls
• Perform root cause analysis and develop resolutions to common issues
• Perform information gathering and troubleshooting details prior to escalating calls - providing sufficient technical detail for 2nd and 3rd levels to resolve
• Monitor support calls forwarded to outside vendor support services from User support
• Respond to, research and resolve incoming questions in a timely manner
• Keep track of common training issues and escalate to IT Training
• Assist in developing and refining User Support Standard Operating Procedures
• Provide constructive feedback to management on ways to increase efficiency
• Work with other IT Staff and Network team as directed
• Assist IT Training with new hire orientation as well as training set up and web meeting scheduling as needed
• Participate in IT projects as directed by Manager of Applications Support & Training

The successful candidate will have two to four years of experience in a User Support environment providing direct end user support on application suites run in a networked environment. Law Firm or applicable legal experience preferred. You need to have at least two to four years of experience with the Microsoft Office 2010 application suite including Word, Excel, PowerPoint, Access, Outlook as well as Windows 7, Citrix, VPN and iManage (or comparable document management system). You need to have outstanding personal communication skills, both written and spoken, a customer service-oriented attitude, a professional phone demeanour and the ability to deal with multiple tasks concurrently. You need to have excellent organisational skills and an ability to be self-directed on specific assignments and a willingness to work overtime when required.

Due to the large number of applications that we receive, only shortlisted applicants will be contacted.

This is a fantastic opportunity, apply now!