Global Service Desk Analyst

Job Description

We have an exciting opportunity for a Global Service Desk Analyst to join our IT team, based in A&O Shearman's Belfast Office.

Information Technology team - Belfast

The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services

Deliver performant, available and consistent technology services by operating the firm's core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do

Reporting to Service Desk team leader, you will provide exceptional 1st line support to our global customers. This role is within the Global Service Desk (GSD) team, which are based in 3 locations, Belfast, New York and Singapore. Delivering 1st & 2nd line support to a large and global user community, operating 24/7/365, utilising a follow the sun support model.

The role is responsible for delivering world class, customer centric support, ensuring a high-quality, efficient service to our diverse and global user community. You will be working on a rotational shift pattern which spans 7 days a week.

• Serve as the primary point of contact for customers via phone, email, and live chat.
• Log, assign, and resolve incidents and requests in line with SLA's, to ensure high level of customer satisfaction.
• Apply technical expertise and a customer-focused approach to efficiently resolve technical issues.
• Demonstrate meticulous attention to detail ensuring tickets are logged, managed and maintained in the IT Service Management accurately and timely.
• Proactively identify potential problems, as part of a wider objective to support the IT Problem process to improve service and customer experience.
• Manage multiple support channels including phone calls, email, chat, and ticket queues.
• Maintain comprehensive knowledge of incident resolution across IT support areas to maximize first-time fix rates and customer satisfaction.
• Escalate incidents and work orders without delay, following defined processes.
• Identify, contribute, and lead implementation of Service Improvement initiatives to enhance and elevate our service.
• Contribute to knowledge management by creating, updating, and adhering to knowledge base articles & videos.
• Promote and champion adoption of the self-help portal.
• Independently manage your workload to ensure customers consistently receive exceptional service.
• Adapt to changes in IT processes and operations, supporting positive change within the team.
• Apply a flexible mindset and approach achieving your goals and objectives.
• Perform additional tasks as needed to support the Global Service function and business objectives.
• Demonstrate adaptability by providing seamless remote support customers across global time zones.

What you will have

• Previous experience in a Service Desk role.
• An understanding of ITIL framework.
• Demonstrated ability to contribute to service improvement initiatives.
• Familiarity with IT help desk/ticketing systems
• Strong technical knowledge of Windows operating systems and common Microsoft applications.
• Excellent customer service skills with a customer-first mindset, and a demonstrated ability to support users remotely to troubleshoot and resolve hardware, software, and network issues.
• Experience working in a fast paced, complex organization with global teams is preferred.
• Excellent problem-solving, analytical, and technical skills.
• Excellent written and verbal communication skills, with the ability to collaborate effectively with colleagues across different locations and regions.

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

About A&O Shearman

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, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.

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