Service Response Analyst (12 Month FTC)

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. Context

• 35 hour week on a shift rota. Flexibility is required.
Responsibilities/Duties
• 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.
Skills & Knowledge
• Ability to prioritise issues in line with business imperatives.
• Ability to translate technical requirements and issues into layman's 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


• 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.
  
  The Mishcon de Reya Group is an independent, international professional services business with law at its heart, employing over 1450 people with over 650 lawyers. It includes the law firm Mishcon de Reya LLP and a collection of leading consultancy businesses that complement the firm's legal services.
Mishcon de Reya LLP is based in London, Oxford, Cambridge, Singapore and Hong Kong (through its association with Karas So LLP ). The firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply. Its work is cross-border, multi-jurisdictional and complex, spanning seven core practice areas: Corporate ; Dispute Resolution ; Employment ; Impact; Innovation ; Private ; and Real Estate . TheMishcon de Reya Groupincludes consultancy businesses MDR Discover,MDRi (in Hong Kong),MDR Mayfair(in London, Singapore and Dubai),MDR ONE andMDRx. The Group also includesMDR Lab, which invests in the most promising early stage legaltech companies as well as the Mishcon Academy, its in-house place of learning and platform for thought leadership. Earlier this year, the Group announced its first strategic acquisition in the alternative legal services market, flexible legal resourcing business Flex Legal. It also acquired a majority stake in Somos, a global group actions management business. We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.