Description
Arthur Cox LLP is one of Ireland's leading law firms. We are an "all-island" firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law.
With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.
Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.
Department: IT
Location: Dublin (on-site)
Reports to: It Helpdesk Manager
Contract Type: Permanent Full-time
Background:
Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client's business, and the wider legal industry.
Join our IT Helpdesk team where your skills make a real difference. Your contributions will help to directly shape our Firm with meaningful work that drives results.
About the Role:
We are seeking a confident, professional, motivated, resourceful and "eager to develop" IT Support Agent to join our Corporate IT Service Desk Team.
Our IT Helpdesk Support Agents are the first point of contact for our employees hence trust, reliability and professional delivery are key to this role.
The successful candidate will provide Tier 1 support who provide 24/7 technical assistance to our 850-person law firm.
Key Responsibilities
* Working as part of a close-knit technical support team providing 24/7 end user support in a professional services environment.
* Provide On call support after several months, as well as early and late shifts.
* Troubleshooting a wide range of technical issues of varying complexity.
* Assisting with the configuration, maintenance & troubleshooting of Windows 10 & 11, Mac OSx & Apple iOS devices. Office 365, Service Desk Ticketing systems, Inventory Management Software, MDM Platforms, Active Directory, Microsoft Products - Office, Exchange, Teams, Endpoint Protection software.
* Provide best in class end user technical support, both in person and remotely.
* Interact with Tech Support colleagues, Infrastructure Support and Applications teams to escalate and investigate more complex problems.
* Documenting and recording resolutions to closed requests to build the internal knowledge base.
* Assist Service Desk colleagues with new user setups and on boarding.
* Maintain hardware inventory.
* Adhere to established policies and procedures.
* Ensure all queries are solved quickly and with the utmost courteous professionalism.
Skills Knowledge and Expertise
* 2-3 years' experience in an IT End User Support role in a high paced Corporate IT Service Desk Team.
* Willingness to go the extra mile in solving technical support issues.
* Excellent written and verbal communication skills.
* Customer Interaction: Ability to engage with customers directly when necessary to resolve escalated issues. Ensure a high level of customer satisfaction through effective expectation setting, communication and problem-solving.
* Ownership: Proactive disposition with a willingness for hands-on teamwork, demonstrating attention to detail and the ability to take ownership of work.
* Communication: Ability to build rapport and elicit problem details from end users and explain technical concepts to non-technical users.
* Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and develop effective solutions in a time pressured environment.
* Team Player: Collaborative mindset with the ability to work well in a team environment. Willingness to share knowledge and support colleagues.
* Customer Focused: Commitment to providing exceptional customer service and ensuring customer satisfaction.
* Desire to excel in a collaborative and supportive work environment.
Benefits
We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with a market leading remuneration package and benefits including:
* Competitive salary and bonus structure
* 25 days annual leave
* Immediate pension scheme
* Comprehensive health and wellness benefits including full gym and wellness programme
* TaxSaver and Bike to Work scheme
* Wide-ranging opportunities for involvement in internal committees
About Arthur Cox
Arthur Cox is one of Ireland's leading law firms and provides a comprehensive service to an international client base ranging from multinational organisations, banks and financial institutions, established global leaders to government agencies and new players in emerging industry sectors. Our story has been defined by our progressive outlook. For over 100 years, the firm has led the way in the legal field in Ireland, delivering the best service and support for our clients. With an independent, entrepreneurial spirit of innovation leading the way.
Arthur Cox LLP is an equal opportunities employer. We value diversity and encourage applications from all sections of society. Please advise if you have any additional requirements, we will happily assist. Any information disclosed by you in this regard will be kept strictly confidential and shared within the firm only as necessary and with your consent.
Reasonable accommodations provided for the purposes of your interview or which you may require during your employment will not be taken into account in hiring decisions.