[Hiring] IT Site Lead @Hogan Lovells Services

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Role Description

The role of the IT Site Lead is to provide second line IT support to the business. This involves taking ownership of incidents and requests that have been assigned / escalated to the User Support team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

  • Provide support primarily to the Birmingham and Dublin offices
  • Assist third-line with upgrades and projects
  • Weekend work may be required for maintenance, upgrades, and projects
  • Provide second-line IT support primarily to the offices within the UK
  • Assist the user base of other offices when local offices may be closed or there is no on-site support personnel available
  • Support is provided remotely using remote desktop tools, with desk visits as needed
  • Demonstrate the firm's values: Clients come first, Excellence in all we do, One team worldwide, Commitment to our firm's success, Good citizenship

Qualifications

  • At least two years' experience in a similar role
  • ITIL Foundation accreditation preferred
  • Strong knowledge of Office 365 (Outlook, Word, Excel, and PowerPoint), document management systems, and mobile devices (iOS) preferred
  • Intune, Intra, and Windows 11 knowledge
  • Familiarity with Windows administration and networking desired

Requirements

  • Confidently builds rapport and instils confidence with all stakeholders and customers
  • Proactive approach to problem solving by identifying patterns and trends
  • Can communicate technical concepts confidently and accurately
  • Owns the delivery of tasks on behalf of the team
  • Sets appropriate and realistic deadlines and works hard to achieve them

Benefits

  • Agile working patterns available
  • Opportunity to work from home up to 40% of the time
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