UK Job Description
Description
To provide general and second level application support to end-users. This includes deskside and face to face support and remote, as well as informal and one-on-one training.
Th Firm
Are you ready to work at a global law firm with more than 2,000 lawyers in 33 offices throughout Europe, the Middle East, Asia and the United States? We’re ready for you.
Operating as one global partnership, we represent leading international businesses, from FTSE 100 corporations to mid-market and emerging enterprises; advising clients on cross border transactions, international commercial disputes and regulation. We specialise in industries including financial services, life sciences, health care, energy and natural resources, entertainment and media, shipping and real estate.
We all share a common culture, with core values supporting the firm’s commitment to add value, achieve excellence, and promote professional development. London is our largest office with approximately 600 people, including over 350 fee earners across the full range of commercial practice areas. Consistent with the firm’s strategy, the office has grown significantly over the past five years. Key to this growth has been our ability to successfully integrate new hires into our business and give them a platform to flourish. We place a huge significance on listening to our people and incorporating their ideas wherever possible
Responsibilities
Day to day duties, however not limited to:
- Ability to work on a rotating shift basis between 08:00 am – 6:30 pm
- Provide deskside support on various applications, including Windows 10/11, Microsoft 365, iManage, Internet & Intranet, telephone, Unity Messaging, iPhone/ /Outlook Mobile, Citrix, time recording, Big Hand and proprietary applications.
- Provide second level support on issues escalated from the IT Help Desk in the US, and other support teams.
- Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems.
- Maintain required recordkeeping, including logging issues into the help desk database, and anything else as directed.
- Report unusual, alarming, or recurring problems to the appropriate team of Analysts, Programmers, Supervisors, or Managers when necessary.
- Maintain working knowledge of all Firm deployed applications.
- Maintain laptop distribution pool and provide support to primary laptop users, which include preparing laptops for distribution and keeping an updated activity log.
- Maintain accurate hardware inventory.
- Providing assistance in testing new or upgraded applications.
- Occasionally travel to other offices as needed for special projects or providing coverage when another office is short staffed.
- Special projects as requested by the IT Support Services Manager or the IT Operations Assistant Director
- Remain current on marketplace trends and Reed Smith application developments in order to provide on-time service to users.
- May volunteer or be selected to serve on special committees or project teams working on various firm wide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
- May be selected to serve on other virtual teams such as Account Team and eNOC.
Key Skills, Attributes and Experience
- Strong PC, Windows, and applications knowledge.
- Technical skills required: Active Directory, Windows 10/11, Citrix, Microsoft 365 Legal technologies, printers & printing, PC Desktop and Laptop hardware knowledge, call logging systems.
- Excellent communication, interpersonal and customer-service skills.
- Ability to work effectively with all organizational levels.
- Ability to work on multiple projects/priorities in a deadline-driven environment. Must be able to remain calm in pressurised situations and adapt quickly to change.
- Demonstrate ability to maintain a customer-service focus and attitude at all times.
- Capable of working individually and as part of a team.
- Ability to take the lead on projects and problems when requested or as appropriate
- Procurement, installation, and support of all local smartphones (iPhone, Outlook Mobile)
- Basic knowledge of LAN/WAN technologies, and network troubleshooting.
- Excellent time management, with a flexible approach to ensure adequate support for the office.
- A flexible approach to weekend working onsite for various projects.
- Ability to work on a rotating shift basis between 08:00 am – 6:30 pm
- Ability to work with 3 rd line global teams and perform smart hands assistance.
At Reed Smith, we welcome direct applications either in response to one of our advertised vacancies or on a speculative basis. Please click on the “Apply Now” button to submit your details and we will be in touch.
No search firms/agencies please.
Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, colour, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.
We are committed to making all stages of our recruitment process accessible to candidates with disabilities or long-term health conditions. If you have a disability or a long-term health condition and require adjustments to be made for you within the recruitment process, please contact a member of the Recruitment team. For more information on our approach to diversity and inclusion please visit our website . 
