IT Support Analyst, Ashurst, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

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Ashurst is a leading progressive global law firm with a rich history, celebrating its bicentenary in 2022. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions, and governments in all areas of commercial law. To find out more please visit www.ashurst.com.

Location

This role is based in Dubai. However, regular travel to our Middle East offices (Abu Dhabi, Jeddah, and Riyadh) may be required. Travel to other Ashurst offices globally may also be required from time to time.

Department/Role overview

You will provide a professional IT support service to the 4 Middle East offices with end-to-end management of all software and hardware incidents, and ad-hoc service requests.

Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.

You will be reporting to our IT Manager based in Dubai.

Main responsibilities

    Provide 1st & 2nd level support of all incidents and service requests of all Ashurst IT systems/services
    IT support via remote control, telephone support and "At desk" support
    Provide floor walking support, predominantly at the Dubai Office, log all incidents and requests that arise through floor walking
    Support international offices with equivalent services when requested
    Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
    End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
    Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
    Manage all end user administration such as joiners, leavers, etc
    Configuration and asset management
    Knowledge management
    Management/support of pool and permanent laptops
    Management/support of remote working
    Management of user administration
    Mobile device support
    Point of contact for projects within the firm from inception through to "business as usual"
    AV and VC Overflow support
    Understand the IT requirements of the local business and act accoridnlgy to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.
    Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients.

Risk and Control

    Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.

Deliverables

    All IT incidents and service requests logged and resolved within SLAs (service level agreement)
    Provide a professional, approachable, and technical IT support service to the firm

Measurements

    End to end ownership of all incidents and service requests
    80% first time fix (FTF)
    95% of all incidents and service requests resolved within the agreed SLA
    Feedback to and from other team members
    Regular performance and development review

Essential skills and experience

Soft Skills:

    Previous experience in an IT support role
    Good analysis and troubleshooting skills of all IT incidents
    Excellent communication skills with strong customer service focus and good attention to detail
    Consistent provision of a responsive, effective, and personable IT support service to exceed customer expectations
    Ability to perform well under pressure and use initiative
    Ability to identify business impacting incidents and escalate according to the escalation process
    Able to work effectively alone and within your team or project
    Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
    Work in accordance with ITIL processes and procedures
    Excellent attention to detail
    Maintain good working relationships with all members of IT
    Manage local communication to the business
    Ability to liaise and communicate with all levels within IT and across the business including Partners
    Intermediate to advanced skills in Microsoft Office & Outlook
    Behaves in a professional manner, is personable and approachable at all times.
    Highly motivated and willing to continually update knowledge and skill sets
    Flexibility: May occasionally be required to work evenings and weekends
    Use initiative with a positive and can-do attitude

    Ability to communicate effectively with a confident telephone manner

Technical Skills:

    Analysis and troubleshooting skills of all IT incidents
    Microsoft Office Word, Excel, Outlook & PowerPoint
    Windows 7 & 10
    Worksite/iManage or similar content management application
    Interaction or similar client relationship management (CRM) application
    Bighand 3 or similar digital dictation software
    AD administration
    K Vault Email archiving (KVS) or similar email archiving solutions
    Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items
    Knowledge of remote working solutions such as ADSL, Broadband, 3G and VPN's (virtual private network)
    Knowledge of building PC's and troubleshooting support issues
    Knowledge of configuring and troubleshooting support issues
    Health and safety awareness in the working place
    Service Desk Plus
    MBAM

Knowledge of the following:

    Office 365
    Microsoft Active Directory
    Microsoft Windows Server
    Document Management systems
    MS InTune
    Remote working solutions -.VPNs and mobile technology
    ITIL Practices
    ITSM Toolset

Desirable skills and experience

    Statistical analysis
    Business writing skills
    Previous systems experience
    Advanced Microsoft office skills
    Excellent word troubleshooting skills
    Programming within Office
    Knowledge gained in an intranet/extranet environment
    Knowledge of audiovisual equipment

Background checks

In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.

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