Firm Summary
White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.
It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
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Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.
Position Summary
The Service Desk Specialist provides the 2nd level technical support to users, assisting them with requests and issues that require a higher level of access to the Firm's systems. He/she is in charge of managing, maintaining, and improving operational processes, documentation, and statistical data pertaining to the Service Desk, and is also responsible for managing the Firm's user accounts on the various IT systems. They are also regarded as mentors, guiding the Service Desk Analysts to properly resolve issues, and ensuring that any new process or change in process is received and understood by all Analysts.
The Service Desk Specialist also performs other duties as required by the needs of the Firm.
Our Functional Area
Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.
Our team comprises of three functions: Business Services - who maintain, develop and support our enterprise systems, Operations - who design, build and support our communications and data centre operations, and Support Services - who provide desktop, meeting and training support in the Firm's offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.
Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.
Working closely with our business services colleagues in support of the Firm's Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm's global operations.
Duties and Accountabilities 1
- Provide call, e-mail and local floor support on request and issues reported to the Service Desk which will include: advanced local desk-side support, advanced software skills support, advanced hardware support.
- Act as escalation point for the Service Desk Analysts for all user queries including queries of a technical nature.
- Cover Service Desk Analyst role when required and can work with minimal supervision
- Monitor the call queue within Servicenow to ensure calls are resolved in an efficient manner following SLA guidelines.
- Ensure the business is updated on all outstanding items within a timely fashion through timely reporting
- Manage and maintain all aspects of the new employee and leaver lifecycle including: AD account creation, Blackberry, SecurID, mobile phone, SafeBoot account setup.
- Assist in the preparation of user account moves to another office.
- Provide Blackberry Server Administration.
- Assist remote users with connecting to the Firm systems
- Setup and maintain security authentication accounts such as Cisco DUO and RSA SecurIDs
- All work activities must be logged and tracked through our Servicenow IT Service Management system.
- Determine procedures to improve on and work with the Supervisors to implement.
- Contribute to the Knowledgebase of the Service Desk through creation, review and recommend changes
- Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication.
- Make decisions related to user queries in the absence of a Supervisor.