IT Helpdesk Support Specialist

Large Law Firm is seeking a IT Helpdesk Support Specialist

End User Support

Handle user requests via the Helpdesk system, telephone and e mail
 Provide timely and professional assistance to end users
 Guide end users through step by step solutions or provide clear instructions to help them resolve software issues

Problem Analysis and Solving

 Ability to quickly assess and resolve issues during a user’s phone call.
 Analyze and gather information about software issues
 Research and identify solutions to software issues
 Test and replicate reported issues to verify their existence and determine the best course of action and resolution
 Understand the importance of Werksmans templates and formatting processes

Transfer of knowledge

 Transfer application knowledge effectively and timeously to end users and team members

Training

On boarding and training of end users on iManage , PowerPoint and Aderant (Practice Management Software)

General

 Assist HR with operations staff skills audits
 Provide guidance on best practices for software maintenance and updates

Communication (end users and team members)

 Ask relevant questions
 Communicate clearly and effectively with both technical and non technical end users, translating information into understandable terms
 Keep end user informed about the status of their reported issue/s and expected resolution times
 Collaborate with the team to escalate complex issues that require further investigation
 Good understanding of the business needs and the IT service delivery requirements
 Follow company and IT procedures and security policies

Adaptability

 Stay up to date on product knowledge and industry trends
 Be adaptable and able to quickly learn about new features and updates
 Ad hoc duties as requested
 Be available for rotational weekend and public holiday standby

Experience, Skills and qualifications:

 Very good understanding of Office 365 products
 Advanced MS Word skills including templates, styles and macros
 Excellent command of written and spoken English
 Strong working knowledge of IT
 Active Directory
 User training experience (MS Word, iManage
 Minimum of 5 years legal experience in an IT Helpdesk capacity (non negotiable)
 iManage skills will be an advantage
 Basic SQL skills will be an advantage