Local IT Support Analyst

Technical:
Needs to have worked in most of the following areas in recent years
Desktop support role
Microsoft office
Dell PC hardware
Law specific applications
DMS
Blackberry
Telephony

Behaviour:
Must have worked in a role showing:
High Interpersonal skills
Strong communication skills between IT and the Business
Show experience of working on end user problem solving
Experience of working in a 2nd line role (alongside 1st line Service desk and other 2nd and 3rd line support teams)
Time management
Supplier management
Flexible to support offices in other countries

Language:
Must be able to speak a good level of English

Overview:
The role of Local Support Analyst is the perfect job for the IT professional who likes people. It primarily involves providing desk-side support to DLA Piper staff at all levels; with the vision of the team being "To be visibly Excellent in supporting the IT needs of the business locally". Interpersonal skills are as important as IT and problem solving skills to enable the Local Support Analyst to provide excellent customer service.

Primarily a member of the wider Global Front Line Services team consisting of Service Desk, Local Support and IT Learning team and Mobile Services, but also
• IT Applications Teams
• IT Infrastructure Development Team
• IT Business Integration Team
• Facilities
• Human Resources


Role:
Provide DLA Piper end users with effective local IT service covering their:
• Equipment needs; desktops, printers, laptops, desk phones and handheld devices; mobile phones, PDA's and Blackberrys etc
• Application support and desk-side training issues

Assist the Infrastructure team with:
• Circuit, Router; Switch and server recovery

Carry out local Office operational tasks:
• Encourage and promote the use of the 1st line Service desk
• Liaise with 3rd parties for support
• Backups and file restores
• Managing IT aspects of user moves, changes and new starters
• Liaise with User admin for new starters and leavers
• Performance and equipment checking
• Maintain appropriate equipment stock levels

Effectively communicate:
• End User issues, plans and general End User feedback to the Central IT department
• IT issues/progress to local office end users from central IT teams

Skills/Experience

Technical
• OS/Apps Support - especially Microsoft Windows and Office
• Hardware support - Dell laptops & desktops and Xerox & HP printers
• Basic understanding of Network Infrastructure
• Deliver against projects roles and responsibilities agreed with Manager and Central IT teams

Personal
• Enthusiastic with a "can do" approach
• Reliable
• Adaptable and able to undertake new tasks with the minimum of supervision
• Logical approach to both problem solving and following procedural methodologies
• Communication skills ie., effectively manage local end user requirements as well as 3rd party service delivery against SLA
• Ability to liaise with all staff at DLA Piper, regardless of their role
• Flexibility to meet the demands of the business which could include overtime / travel / working away from home
• Excellent Organisational and Time Management skills, with the ability to multitask, prioritize work and to meet deadlines
• Ability to work alone and as part of a team
• Empathy, patience and listening
• Business knowledge
• Reporting effectively

Benefits:
• Specialized trainings and workshops within international firm
• Work within a young and dynamic team
• Attractive salary package
• Health insurance
• Other incentives performance based

DLA PIPER - CABINET AVOCAT MARIAN DINU
Our vision: To be the leading global business law firm, delivering quality, value-added services to our clients, globally and locally.