Support Specialist: GTS Support Services
White & Case LLP
United Kingdom, London
4d ago

Firm Summary

White & Case is an eliteglobal law firm serving leading companies, financial institutions andgovernments worldwide. Our long history as an international firm means we areperfectly placed to help our clients resolve their most complex legalchallenges wherever they may be.

With lawyers operating from morethan 40 locations, working in virtually every country of the world, we haveinvested heavily in building a high-

quality full-service practice competing atthe top of the market. We are distinguished by our on-the-ground presence inthe world’s key financial markets and our strengths in handling complexcross-border work.

It’s not just about our globalnetwork of offices; it’s the global interconnectedness of the Firm that ourpeople, and our clients, value most.

We work well together across geographicand practice boundaries. It’s one of the reasons we attract and retaincross-border work.

And why we attract a diverse group of people.

Our lawyers are globally minded,enterprising, collaborative and committed to excellence. Diversity is a corevalue of our Firm and it has been recognized with numerous awards and toprankings around the world.

Our people represent 90 nationalities and speak 80languages.

Position Summary

The primary responsibility of this role is to :

  • Provide hardware and software end user support.
  • Active contribution to Support Services.
  • Duties andAccountabilities

    Provide second-level / floor support based on escalated incidents from the Service Desk.

    Deliver a high standard of customer service.

    Take ownership of problems and be proactive in dealing with support issues.

    Keep end users fully informed of the progress of their support incident at all times.

    Monitor the call queue within the Service Desk system to ensure calls are resolved in an efficient manner and according to business need priority Service Level Agreement.

    Ensure that all work is logged and tracked through the Service Desk system .

    Configure, support and maintain PCs and other IT equipment as required.

    Manage and maintain equipment inventory records via serial number, user and location to include : PC / Laptops, smart devices (iPhones), telephones, monitors, printers and other peripherals.

    Maintain accurate record of all loaner devices to include : PC / laptop, smart devices, , printers and peripherals including coordination and timely return of all leased equipment.

    Maintain a detailed understanding of all aspects of user account management in relation to the employee life cycle including : AD accounts, smart devices (iPhones), SecurID, McAfee account etc.

    Computer assignment and office setups are completed before start date.

    Assist in the preparation of user account moves to another office.

    Setup and maintain RSA SecurID accounts and distribute tokens.

    Assist the Audio Visual team with the coordination and setup of all conference room booking requests that require Computer / Audio / Visual technology support.

    Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required.

    Active Contribution toSupport Services

    Asupport specialist is expected to make an active contribution within thesupport services function.

    Additional Responsibilities :

    Technical Qualifications

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