IT Colleague Support Specialist - various locations

Job Introduction

DACBeachcroft is looking for a knowledgeable, proactive problem solver, with excellent communication skills to join our IT team as an IT Colleague Support Specialist. This is a permanent, full-time, office-based role.

Reporting into the IT Colleague Support Team Leader, the purpose of this role is to deliver quality & value added IT onsite support services to all DACB users and locations, to resolve in scope Service Requests and Break-Fix Incident tickets to agreed SLA’s for IT hardware related services, and to deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location).

We are a Disability Confident employer and guarantee to interview anyone with a disability, long term health condition or neurodiversity whose application meets the essential criteria for the role as set out in this advert.  If this applies to you contact disabilityconfident@dacbeachcroft.com in confidence, quoting the reference number for this vacancy in the subject box of your email, and a member of the team will be in touch. 

Role Responsibility

IT Support – Reactive

• Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements
• Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided.
• Ensure a support ticket is logged for every interaction
• Ensure all calls are handled in line with agreed business SLA's.
• Event IT Support – ensure request ticket logged for each requirement
• Resource the Care Bar on a daily basis during publicised opening times opening times are adhered to, Presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only).
• Provide floor walking at times of change such as software and hardware upgrade programmes. 
• ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user
• Handle confidential information in line with the firm's data security protocols
• Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work.  Ensure back up tape and monthly tape procedures are followed if applicable.

IT Specialist – Reactive

For any given Specialist Subject:

• Act as the technical escalation point for the Site Support Team.
• Attend/host meetings as the technical lead for any major issues involving the subject.
• Assist/own any testing required to push resolution
• Work with the Site Support Team Leader/Manager to ensure all Problems are logged correctly through Problem Management.
• Provide Specialist Support for those issues that require increased technical knowledge.

IT Support – Proactive

• Ensure accessible and visible
• Suggest improvements to New Starter Welcome pack
• Contribute to and evidence contribution to the Knowledge Base
• Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks…..
• Identify and log Problem tickets for Team Leader review
• Change Management – ensure awareness of planned changes, looking to reference change schedule/calendar to qualify out changes for high impact incidents
• Proactively log a support ticket for any interaction where a user has failed to log one
• Support the location Reception teams with regular training sessions.
• Responsible for ensuring site desks are fully equipped where applicable
• Identify opportunities (raise in 1-2-1's) where possible to improve processes, decrease time to fix, reduce cost or improve customer satisfaction
• Ensure AV user guides are created and maintained located and maintained in each DACB location
• Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place
• Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions
• Take individual responsibility for adhering to and identifying improvements to support processes and documentation

IT Specialist – Proactive

For any given Specialist Subject:

• Work with suppliers to ensure IT technologies regarding Specialist Subjects are up to date.
• Ensure any new IT Technologies introduced to the Business is tested and confirmed fit for purpose.
• Ensure any current IT Technologies within the Business is regularly tested and confirmed fit for purpose.
• Knowledge Base articles are produced for any fixes/processes
• Knowledge Base articles are updated and maintained regularly to ensure up-to-date information is included.
• Engage with the wider business regularly to help identify Problems/Issues, with the aim to raise and resolve foreseen issues.
• Be able to act as the Technical Lead for your Specialist Subject during Project Rollouts.
• Ensured that you are kept up to date with your knowledge on any given Specialist Subject.
• Work with the Site Support Team Leader/Manager to identify trends, ensuring they are acted on and logged correctly.

Asset Management

• Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets
• Ensure all assets are managed in line with ISO27001
• Mobile device management
• Laptop device management
• Peripherals device management
• Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result.
• Manage and maintain stock levels within the location, including Loan laptop allocation.  Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001.

Quality Management

• On resolution of tickets, review content to ensure that each ticket is:-
  • categorised correctly
  • prioritised correctly
  • has clear concise resolution detail
  • has correct resolution code applied

Project Support

• Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides
• When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods.
• With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required.

Development

• Keep abreast of new technologies and Site Support changes/developments in the market place for your role.  Where relevant seek opportunities to network, attend conferences and seminars.

The Ideal Candidate

Personal Competencies

• In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems.
• Excellent problem-solving skills.
• This role is an Office based role and therefore, all IT Colleague Support Specialists will have a Flex mode of “Office Focused”.  Daily exceptions to this must be discussed with the Site Support Manager and / or Team Leader.
• Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised
• Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location. 
• Good technical knowledge of Windows Operating Systems and Microsoft Office applications.
• Experience of supporting and tuning Laptops and other mobile devices
• Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner – both orally and written. 
• Listening and patience are important qualities for this role. 
• Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST Manager.
• Flexibility to travel to other locations and provide support, to cover absence.
• Able to work on own initiative and deal with peaks and troughs in workload
• The ability to work to deadlines and under pressure
• A flexible approach to working hours and the occasional weekend work.
• Highly organised and able to handle multiple demands and deadlines simultaneously.
• Good written, oral and interpersonal communication skills

Education/Skills/Professional Certifications

• ITIL V3 Foundation is desirable
• IT Degree/Industry experience is desirable
• IT escalation management experience is desirable
• Extensive experience using Ticket Management Software is essential
• Experience using MS Office is essential
• A expert understanding of how to manage IT escalations and provide appropriate priority is essential

About the Company

We're a leading international legal business with over 3,000 colleagues and a diverse range of capabilities. We're market leaders in insurance, health and real estate but with a full-service offering, including growing Financial Services and Tech capabilities. We represent a wide range of clients – from household names to government departments and NHS bodies. We act for nearly all of the top-20 UK and global insurers, we're 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-five housebuilders.

We are a fast-growing international business with offices around the globe.  In addition to our 11 UK offices, we also have offices in Dublin, Madrid, Paris, Milan, Rome, Singapore, Argentina, Chile, Colombia, Mexico, Peru and Miami, plus a broad network of affiliations across the globe. 

Working with us

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. Combine this with our supportive culture and hybrid working model, and you have: a Life that Works.

Our flexible approach means that we help our colleagues to be their best at work, while recognising that they have all sorts of different interests and commitments outside work.

We pride ourselves on our supportive, approachable culture. We are trusted, appreciated as individuals and embraced as part of a team. At DACB, we don’t just accept your differences, we celebrate and advocate for them. From bespoke solutions for our clients, to treating you as 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!

Note for Recruitment Agencies – the DAC Beachcroft LLP resourcing 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 resourcing team will not be accepted and with no introduction fee applicable.  Our resourcing team can be contacted at recruitment@dacbeachcroft.com

DAC Beachcroft