2nd Line & International Office Support Analyst

Job Introduction

To provide a comprehensive end user support service that requires both an in depth knowledge of a wide range of IT technologies, desktop services and applications in a professional and effective manner.  Undertake project work as directed by management. To provide full IT support for the DAC Beachcroft International Offices

Role Responsibility

• Prioritise IT incidents and service requests in order to ensure that they are dealt with in an appropriate, timely and effective manner.       
• Provide 2nd line technical support in order to diagnose and resolve incidents.
• Deliver outstanding customer service throughout, understanding the customers IT and Business needs.
• Take full ownership of escalated incidents and requests, assessing ticket priorities and escalating if required
• Always be willing to find answers to all questions raised.
• Provide excellent customer satisfaction through efficient support and organisation of ticket management.
• All tickets must be completed and resolved in line with company procedures.
• Following up on tickets that remain open, constantly updating the customer in line with company SLA's.
• Create procedural documentation on supported systems.
• Contribute to IT knowledge base to reduce ticket escalations and increase resolution at first contact.
• Adhere to Service Level Agreements and working practices adhering to published KPI's.
• Incident escalation to 3rd line resolver teams in line with OLA's\SLA's.
• Plan and prioritise project work to ensure that deadlines and targets are met.
• Provide technical support and guidance to IT Service Desk Analysts.
• Establish working relationships with customers and suppliers to ensure systems are running efficiently.
• Propose improvements based on analysis and user communications.
• Understand problem management and the importance of work prioritisation to establish root cause fixes.
• Adhere to change control and follow company process and procedures in relation to any implementations\updates or fixes within any IT systems.
• Stay abreast of current news, system information, problems, changes and updates relevant to our customer community.
• Ad-Hoc investigations as per management request
• Ensure all activities align with ITIL, ISO9001 and ISO27001 policies and procedures.
• Handle confidential information in line with the firm's data security protocols.
• Be single point of contact for the DAC Beachcroft International Offices, working closely with 3^rd line support to provide timely resolutions to issues raised.

The Ideal Candidate

Experience

• 2 – 3 Years' experience in an Desktop support based role or similar
• Active directory configuration and administration
• Experience in networking principals
• MS Exchange
• Office 2016

Requirement

• Fluent in Spanish

Desirables

• Office 365 Administration and Troubleshooting
• Web Proxy / Filter Administration and Troubleshooting
• Email Proxy / Filter Administration and Troubleshooting
• Windows 10 Enterprise Experience
• Understanding / exposure to SCCM or similar deployment tools
• Understanding / exposure to MDM solutions
• Previous experience in legal organisations
• Fluent in French

Qualifications

• 5+ A – C GCSE's
• 3 A Level or GNVQ
• CompTIA A+ Certification (Or equivalent experience) 
• Microsoft Certified IT Professional Qualifications 
• ITIL Foundation certified

About the Company

We are a leading international legal business with over 2,500 colleagues and a diverse range of capabilities. We have 11 offices in the UK as well as offices in Dublin, Madrid, Paris, Singapore, Chile, Colombia, Mexico and Miami. We also have associations/alliances with firms in Malaysia, Brazil, Peru, Argentina, Central America, the USA, Australia and Germany.

We are a broad-based commercial firm with a strong heritage in insurance, health and real estate. This is complemented by a fast-growing Business Advisory capability. We represent a wide range of clients, ranging from household names to government departments and NHS bodies. We act for all of the UK’s top-ten insurers, we are market leaders in the provision of strategic, commercial and regulatory advice to providers and commissioners in the health sector, and in real estate we advise all of the UK’s top-12 housebuilders.

We have an impressive legal pedigree, with 142 Chambers UK 2021 practice area and individual lawyer rankings. In Legal 500 UK 2021, the firm received a top tier ranking for 37 of its practice areas, and 58 DACB lawyers were singled out in the ‘Leading Individual' rankings.

Our successes have been recognised by the legal industry and the markets in which we operate. These accolades include two top prizes in the ‘Excellence in Business Development’ and ‘Excellence in Technology & Innovation’ categories of the 2020 Law Society Excellence Awards – the highest accolade for law firms in England & Wales. Our health sector team won the ‘Crisis Management Team of the Year’ award at the 2020 British Legal Awards for its support to the NHS at the onset of the COVID-19 pandemic, and our Cyber & Data Risk team received the ‘Business Development Innovation Award’ at the 2020 Legal Innovation Awards, as well as ‘Cyber Law Firm of the Year’ at the prestigious Insurance Insider Cyber Rankings Awards, for its market-leading suite of digital tools to help our clients prepare for and respond to cyber and data risk crises.

Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. For further details on our work and our culture, please visit www.dacbeachcroft.com.

Application Details

At DAC Beachcroft, we don’t just accept your differences we celebrate them.  From bespoke solutions for our clients, to treating you like an individual.  Our strength comes from your diverse ideas and bringing the whole you to work. So if you’re good at what you do, come as you are.  We welcome direct applications and are happy to talk flexible working.

We also want you to be at your very best.  Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.  If this opportunity sounds of interest to you, please make an application and submit your CV.  Your application will be dealt with in the strictest of confidence.

Note for Recruitment Agencies – the DAC Beachcroft recruitment team is responsible for managing all current vacancies through direct hiring and referrals wherever possible.  We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us.  Speculative CVs sent by any agency to any DAC Beachcroft employee without a specific request by the recruitment team will not be accepted and with no introduction fee applicable.  Our recruitment team can be contacted at recruitment@dacbeachcroft.com

DAC Beachcroft