Travers Smith is a leading full-service law firm, with a wealth of experience in its areas of specialisation. The firm has a market-leading reputation for its international expertise in Asset Management, M&A and Dispute Resolution & Investigations. Clients include asset managers across the alternative asset classes (private equity, venture, credit, infrastructure and real estate), publicly listed and private companies, financial institutions, and other business enterprises involved in large and complex UK and cross-border matters, transactions and disputes. Our purpose is to provide the highest quality of service to our clients whilst enabling our people to achieve professional fulfilment in a supportive, inclusive and enjoyable working environment.

Department

The Technology group is responsible for the delivery of all Technology services within the firm. The group is a business services function that supports and contributes to the objective of the legal practice. The Technology department consists of service delivery, business systems, training, technical operations, security operations, legal products, engineering, eDiscovery and information security. The Technology department supports the business with strategic technology delivery. The department is committed to providing a high quality of service to its clients and the clients of the firm.

The Role

We are seeking a detail-oriented and customer-focused Tech Support Advisor to be a part of our busy and skilled IT team. The ideal candidate will be able to provide first-line technical support to our staff, ensuring that all IT-related issues are swiftly and effectively resolved.

Key Responsibilities

• Provide the highest quality first-line support for all IT-related issues, including hardware, software, network systems, and legal applications.
• Log, update, and resolve incidents/requests via phone, email, agent chat, or in-person in a timely and professional manner, keeping all records updated with comprehensive and accurate information.
• Troubleshoot and resolve technical incidents or escalate issues via relevant channels when necessary.
• Mentor and provide guidance to service desk apprentices, fostering a culture of continuous learning and improvement in line with IT best practices.
• Build, configure, and support the deployment of computers, laptops, mobile devices, and other peripherals.
• Maintain accurate documentation of issues, resolutions, and standard operating procedures within the service desk knowledgebase.
• Ensure compliance with IT policies, processes, procedures, and best practices.
• Support continuous improvement of service desk operations by helping to identify recurring issues (Problems) and suggestion solutions/fixes.
• Advise and guide staff on new technology and IT procedures.
• Maintain an inventory of all IT equipment and ensure all assets are properly configured and updated.
• Participate and support in IT projects and initiatives as needed.

Key Stakeholders

• Tech Support Manager.
• Director of Central Technology.
• Senior Service Delivery Manager.

Personal Specification - Experience, Knowledge & Skills

• Willing to work flexible hours, including occasionally working over hours to complete tasks as well as on call support to meet critical business needs.
• Willing to work rotating shift patterns.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience (minimum 2 years) in a service desk or IT support role, preferably in a professional services environment.
• Proven experience using service desk ticketing software, in particular ServiceNow.
• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills, capable of conveying technical concepts to technical and non-technical users at all levels of the business.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.
• Familiarity with legal software applications and experience supporting a law firm environment are a plus.
• Knowledge of and experience in supporting Windows operating systems, Office 365 suite, and the Microsoft Administration centre.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft/Azure certifications are highly desirable.

We are excited to have moved from our London headquarters in Snow Hill, to a brand-new building in the City - Stonecutter Court.

Diversity & Inclusion statement:We value and celebrate the unique backgrounds, perspectives, and experiences of every individual including differences in gender, ethnicity, disability, faith, and more. We're committed to building an inclusive workplace that reflects the diversity of our clients and communities, where everyone feels empowered, respected, and heard. We actively partner with organisations and networks that champion equality and fairness, ensuring our policies and practices uphold these values.

Accessibility statement: If individuals have any accessibility issues when reviewing this document, please notify a member of the Travers Smith HR team so that the document can be provided in an alternative format.

Support and Adjustments for candidates: At Travers Smith, we are committed to ensuring that people who are disabled or have a long-term condition are empowered in their identity, valued equally, and listened to. If we can adjust the recruitment process to make it more accessible, please let us know. For further information please visit our website:Recruitment - Support and adjustments for candidates | Travers Smith