JOB DESCRIPTION
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
Keyresponsibilities:
1. Provide prompt and positive hardware and software support both remotely and onsite.
2. First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal and onsite.
3. Professionally handle all tickets offered from the Belfast office with the objective of gaining an understanding of the customers incident/request and offering the appropriate support in a timely manner.
4. Ensure all incoming and outgoing tickets offered are recorded correctly into tickets in ServiceNow at the time of receiving the information.
5. Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.
6. Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.
7. Keep updated on new and ongoing problems and the workarounds associated with each
8. Carry out IT specific daily operational actions as and when assigned.
9. Monitor ServiceNow ticket queue constantly to pick up new tickets or updates and react to them proactively and appropriately.
10. Provide customers with updates at least every 24 hours to ensure they are kept fully up-to-date of the status and progression of their issues.
11. Understand and comply to all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to HSF Company Policies and IT Security requirements.
12. Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF ensuring sharing of current IT situations, knowledge, procedures, and processes.
13. Proactively maintain access to all the applications and services to undertake the role successfully.
14. Assist with any ad-hoc IT support or project work when assigned
15. Aim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awareness
16. Liaise with vendors and suppliers when required
Key Performance Indicators:
17. Monthly Incident Resolution Times – resolving at least 80% of tickets handled
18. First Time Fix Rate – at least 85%
19. Quality Assurance – Managing more than 95% tickets to good standard or above
Qualifications, Skills and Experience:
20. Must be a current student with the University of Ulster studying an IT related degree..
21. Good educational background. Working toward a BSC in an IT related field.
22. Have knowledge of hardware, software, servers, networking, infrastructure, firewall configuration and administrative technical and troubleshooting skill
23. Knowledge of or experience of working with Azure / Hybrid environments.
24. Knowledge of or experience of WIN 10 & 11, Surface pro, screens, monitors, printers and their functions as well as experience on BOYD support
25. Proficiency in Microsoft Office Application support with strong skills needed on Outlook and Windows 10& 11.
26. Experience with Office 365, OneDrive, SharePoint & MS Teams.
27. Technical understanding of communication tools (iPhone, MS Teams, email) and systems issues.
28. ITIL Foundation Certified an advantage but should be able to explain ITIL best practices and reflect the ability to follow ITIL processes and procedures.
29. Confident in undertaking in person and remote support investigations and implementing known solutions.
Please Note: Applications will close at 12pm on Thursday 17th April 2025.
Competencies
Work Based competencies – Knowledge, Ability and Skill
30. Recognises how your work contributes to and affects the work of others, and prioritises and communicates accordingly
31. Pays attention to the quality and accuracy of your work
32. Works in a constructive and efficient way, using a range of resources to find solutions
33. Manages changing priorities and informs relevant stakeholders appropriately
34. Takes personal accountability for your work, ensuring tasks are completed on time and to a high standard
35. Seeks guidance when unsure about what to do and involves others when required
36. Monitors progress of tasks and follows up with others so that work is completed and delivered on time
37. Responds positively to change and recognises the opportunities change brings to improve service standards
Behavioural Competencies - Actions, Attitudes, Beliefs
38. Acts on own initiative without being prompted
39. Prioritises work with the client in mind
40. Willingly takes on new or unfamiliar tasks to support business outcomes
41. Maintains composure under pressure by finding ways to manage their reactions to challenging situations
42. Treats people with respect and in a fair and consistent way
43. Anticipates potential issues and communicates plans for addressing these to the team
44. Adopts a positive communication style, even when challenged by others
45. Strives to excel by taking responsibility for your own development, seeking feedback, and looking for ways to develop yourself personally and professionally
Diversity and inclusion
We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.
Team
Information Technology
Working Pattern
Full time
Location
Belfast
Contract type
Fixed Term Contract
Diversity & Inclusion
We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.