Job Description
Allen & Overy is a leading global law firm operating in over thirty countries. We work on some of the most challenging and important deals and have built a reputation for delivering exceptional legal solutions that help our clients grow, innovate and thrive. The legal industry is changing, and we're committed to leading that change, putting our people first, embracing new ways of thinking and integrating technology into our everyday work. Our business teams work hand-in-hand with our lawyers, Consultants and other specialist teams, and are ambitious, driven and leaders in their field.
With us, you will constantly be learning and growing. We invest in you by offering exceptional professional and personal development – providing training, mentoring and practical support. We offer rewarding careers that are built around your strengths and designed to ensure you can achieve your personal and professional goals, recognising that those may look different for everyone.
We have a powerful commitment to diversity, equity and inclusion. We’re determined to play our part in advancing a workplace where progress is made by harnessing our differences – whatever defines you, we ask you to bring your whole self to work. What truly defines a career at Allen & Overy? We recruit the best and ask for the best of you. We provide challenge, support and a place for you to belong. And together we excel, working on meaningful projects of global significance.
Department purpose
Our Luxembourg IT department is in charge of the IT deskside support, IT training and IT technology and supplier management. We are supporting the business to face growing challenges in a rapidly moving technology environment. Innovation and excellence are key drivers in our everyday work.
Role purpose
The IT Helpdesk & Audio Visual Technician is responsible for providing operational first and second line IT and AV technical support to Partners and all internal staff within Allen & Overy. He/she ensures the audio visual and media services are working efficiently within the Luxembourg office.
The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team.
The IT Helpdesk & AV Technician will work under the supervision of the IT Director and will work in close contact with all members of the IT team and the Reception Desk.
Role and responsibilities
As an experienced professional, you will assist the IT department in its daily activities including:
Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
Promptly allocate incidents and requests as appropriate.
Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures.
Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
Support users with technical ICT issues related to software, hardware and networking on-site or remotely.
Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
Responsible for delivering an efficient and professional audio visual and media service during internal and client events (audio visual equipment in auditorium, meeting rooms, webinar platforms, video conference calls, etc.).
Ensure all audio visual and media services are delivered to the business in a professional and efficient manner.
Assisting in the preventative maintenance schedule for AV equipment.
Follow-up and find solutions to solve problems quickly for any issue related to ICT or AV.
Monitor and plan webinar meetings and events.
Setting up and breaking down audio visual and video conference items as per the client’s requirements.
Assist and support the client in the use of fixed and portable audio-visual equipment.
Running the audio-visual aspect of presentations for high profile meetings.
Liaising with clients to establish needs and providing support in respect of those needs.
Carry out regular scheduled testing of auditorium, meeting rooms and equipment.
Support the team with day-to-day meeting support including testing meeting room systems and webinar platforms prior to client’s arrival.
Work in close contact with the London AV team to ensure a consistent AV service.
Configure and deploy new laptops, phones, mobile phones.
Install new software and hardware.
Ensure the regular update of applications.
Order and administer IT equipment.
Take part to local and global IT projects.
Offer support and assistance to clients via phone and in person.
Work collaboratively with the team and related A&O departments in line with the service & business requirements.
Key requirements
High school diploma with IT or technical qualification
At least 3 years of experience in a customer facing role within an IT Support/Service Desk environment
Professional working proficiency in English and French (oral and written)
Good technical knowledge of webinar platforms including Webex, Zoom, Skype, MS Teams
Deep knowledge of Windows 10 and Microsoft Office products (Azure)
Knowledge in iManage BMC Helix, Aternity, Mobileiron, Kofax Equitrac,, MFP ABM, Cisco technology, GED and in SSCM deployment
Excellent interpersonal and organizational skills
High level of customer service
Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way.
An enthusiasm and passion for excellent customer service.
The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits.
The ability to work on own initiative, prioritize and manage workload effectively, often under pressure.
The ability to work in a team environment to achieve service levels as a group and individually.
The ability to keep up to date with new technologies, systems and solutions.
The ability to think logically, analyze situations and solve problems.
The awareness of business-critical incidents and their potential implications for the business.
The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
An understanding of all technologies used by A&O, business working practices and an understanding of the core applications.
ITIL Foundation - desirable