IT Service is the Front Line of the IT department, providing a single point of contact for colleagues requiring IT support or Access to IT systems. We control the delivery of Services into the business ensuring it meets the customer's needs and our acceptance criteria. The area is available to support the Firm on a 24/5 basis and has an International presence. You are there to provide the best guidance, solutions and support on all aspects of IT to the business within DLA Piper.
Main duties and responsibilities
- Handling incoming support requests: You’ll receive calls, chats and tickets from users experiencing
technical issues.
software, hardware, or network issues.
- Escalating complex cases: If an issue can’t be resolved immediately, you’ll escalate it to higher-level
support teams.
o Work with 2nd line teams to move resolutions closer to the customer
o Assisting with creating and maintaining process documentation and reports as required
o Assisting with other daily tasks assigned by the Team leader/Manager
o Working with colleagues within the IT department and other support areas to look to solve
common issues and share best practice
o Perform in line with agreed procedures, SLAs and customers' expectations
o Ensure that all relevant company's standards and guidelines are met
o Support Transition, Continues Improvement and Technology teams on identifying business
requirements for new solutions and systems
o Seek opportunities for improvement in IT area, propose improvement
About you
People skills:
o The ability to communicate effectively at all levels with both the business and other IT departments
o Exceptional customer service skills with good attention to detail
o Excellent spoken and written communication skills, with the ability to communicate fluently in English
o Team player, consider colleagues and have a flexible approach
Personal skills:
o Self-motivated, enthusiastic and proactive
o Possess excellent problem-solving skills
o Able to organise and manage own time, prioritise and meet deadlines
o Ability to work in a pressurised/stressful environment
Technical competency:
o High level of IT literacy especially within a Microsoft environment e.g. Windows 11, Office365 products
o Familiarity with AD on-prem, Azure AD – user admin tasks
o Support packages including Service Management Tools such as ServiceNow
o Knowledge of Remote access tools such as Remote Assistance, RDP and BeyondTrust
o Understanding about proactive support capabilities – DEX Nexthink
o Experience in troubleshooting network connectivity incidents – especially Wireless networks
About us
We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.
At DLA Piper, we understand that inclusion is not a one-size-fits-all concept. We embrace and celebrate the range of perspectives, backgrounds and experiences that each individual brings to our firm. By fostering a culture that welcomes and appreciates all aspects of our individuality, we ensure that everyone has the opportunity to succeed.
Our commitment to inclusion and positive social impact enables us to provide exceptional service to our clients and communities, while nurturing a unique and inclusive culture for all our people. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.
We are committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all. If you need any support or adjustments, please let us know.
Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.