Digital User Experience Analyst

TN United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job description

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About Herbert Smith Freehills

As one of the world’s leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 5,000 people, including 3,100 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America, Herbert Smith Freehills is at the heart of the new global business landscape providing premium quality, full-service legal advice.

We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.

The Opportunity

Key internal relationships:

• With all HSF personnel within IT support, with Business Service contacts and Fee Earning individuals and their PA's and support teams.

Key external relationships:

• All vendors and suppliers who directly or are associated with the support of HSF operational services, hardware, and software.

Key responsibilities:

• Building, configuration, and maintenance of all Herbert Smiths Freehills PCs, Laptops.
• Provide first-level support for Polycom Trios as well as in-office conference support using Microsoft Skype and Microsoft Teams.
• Communicating with third-party companies regarding warranty and new products.
• Diagnose and resolve all support calls and queries passed to DWP.
• Liaising with different support teams within IT to constantly improve levels of service.
• Building and maintaining relationships with customers and updating them daily on progress.
• Being a sole point of deskside hardware and software support for approximately 1800 users across 4 London offices.
• Aim to continually improve the level of IT skills and knowledge.
• Set up and configure print queues to work in conjunction with our Follow Me Print solution.
• Provide onsite support and initial troubleshooting for issues arising with the Follow Me Print solution and escalating as needed.
• Support and administration of our mobile device management platform, including support for users on personal devices. Including helping the firm maintain its Cyber Essentials accreditation.
• Auditing of the firm's mobile device management platform to ensure unused devices are removed as per agreed parameters.
• Document procedures and keep up to date as required to capture changes.
• Keeping up to date with new and changing PC/laptop/voice platforms.
• Following ITIL best practices to ensure proactive management of the CMDB.
• Work when required in key projects and oversee deployment into the live environment.
• Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures and running bi-weekly check-ins.
• Procurement of all London desk-based kit, including but not restricted to, mobile handsets, Surface devices, headsets.
• Liaising with Apple, AirWatch, and mobile service provider service desk on a regular basis to ensure that calls logged to them are being dealt with in an efficient manner.
• Keeping up to date with new and changing smartphone platforms including testing future iOS releases via the Apple Beta program.
• Be a visible advocate of digital transformation and promote greater digital collaboration within the business.
• Enable and champion the delivery of a secure Modern Digital Workplace. Oversee and shape the end-user experience to ensure our technology is empowering people to do their best work possible.
• Maximise our return on existing technology investments through identifying unused and emerging opportunities to extract value.
• Use SCCM to manage devices across our estate, such as deletions, setting as primary, etc.
• Use of Putty utility to manage network ports across the London offices, and carry out physical cabling as needed.
• Leverage the firm's Nexthink tool to look for trends and issues enabling us to proactively support the firm.
• Use Service Now to manage the firm's assets and ensure correct assignment to relevant users to assist in call logging and support.
• Ability to lead projects in a team as required by work, as well as support and assist larger scale firm-wide projects.
• Manage and troubleshoot SecureWorks tickets to support the firm's intrusion detection systems.
• Second line escalation point for all O365 Suite apps including OneDrive, Teams Cloud Telephony, etc.
• Managing our mobile contract with the vendor, setting up / closing accounts, managing access on the accounts provided.
• Control of Teams numbers to allow Cloud Telephony for all joiners in London, both the assignment and removal.
• Second line escalation for all software used within the estate, ranging from iManage, Adobe, CompareDocs, core Office apps, to BigHand and Expert.
• Carrying out the management of server backup tapes, capturing the physical swapping out and storage ready for collection by Iron Mountain.
• Researching technical solutions and delivering them to the users taking into account the business requirements.
• Follow all processes & procedures and ensure the team complies as detailed in ServiceNow Knowledge Database, and within the HSF Company Policies.
• Acting as an escalation point for all unresolved issues or queries.

Key Performance Indicators:

• Knowledge Maintenance - Actively document and share knowledge through the team.
• Call Resolution – Maintain agreed call resolution volumes.

Qualifications, skills, and experience:

• Good educational background, with good ‘A’ levels or equivalent.
• Preferably to degree standard or professional qualification or accreditation or equivalent.
• ITIL v3 Certified

Team

Information Technology

Working Pattern

Full time

Location

London

Contract type

Permanent Contract

Diversity & Inclusion

At Herbert Smith Freehills you will be part of a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator. People at our firm come from a range of backgrounds and bring a wide variety of experiences and perspectives to their work with us. We strive to ensure that our inclusive environment means you feel valued and able to perform at your best by being your authentic self at work. We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling highly engaged in meaningful work.

We understand that you have commitments and personal interests outside of work and we strive to create a working environment based on mutual trust and respect, in which you can perform at your best whilst maintaining sustainable balance across your life.