The purpose of IT Support Specialist role is to provide hands-on, proactive and personalised IT support to end users within a specific business location. By being physically present at the site and working closely with the IT Service Desk, the IT Support Specialist can troubleshoot technical issues more efficiently. Additionally, by supporting the implementation of IT projects, assisting with new technology rollouts and offering guidance to users IT Support ensures that IT services align with the unique needs of the business environment.
Main duties and responsibilities
IT Support & Ticket Management:
- Manage IT requests through the Service Desk and ServiceNow, monitor incident queues to ensure resolution within SLA targets, provide end-user support, handle escalations, and coordinate with relevant technical teams.
Onboarding & Offboarding:
- Prepare, configure, and deploy laptops and peripherals for new joiners, while coordinating the collection and return of IT equipment for departing employees.
IT Asset Management:
- Oversee the full lifecycle of IT assets, including laptops, mobile devices, headsets, and peripherals, ensuring accurate inventory management, tracking, procurement, and compliance with established processes.
Client & Office Support:
- Deliver on-site technical support to both employees and clients within DLA Piper offices, responding to ad hoc operational and technology-related requests.
Major Incident Support:
- Assist in the management of critical incidents by providing on-site support, facilitating communication between users and central IT teams, conducting floor-walking activities, and gathering user feedback.
End-User Device Support:
Provide technical assistance for laptops, mobile devices, and peripheral hardware, including troubleshooting, maintenance, and issue resolution
Events & Offsite Support:
- Deliver IT support for internal events, conferences, and off-site activities, including executive and partner support where required and approved.
Audio-Visual & Infrastructure Support:
- Provide technical support, maintenance, updates, and monitoring for audio-visual systems, network equipment, and office IT infrastructure.
Project & Change Support:
Support the delivery of local IT projects, coordinate on-site technical activities, and act as a change advocate to facilitate the successful adoption of new technologies and workplace initiatives.
About you
Skills:
- Ability to communicate effectively at all levels with both the business and other IT departments
- Exceptional customer service skills with good attention to detail
- Self-motivated, enthusiastic and reliable team player, with a 'can do' attitude
- Excellent organisational and time management skills
- Possess excellent problem-solving skills
- Being confident, proactive and flexible in your approach
- Ability to learn new technologies quickly
- Ability to work in a pressurised/stressful environment
Technical competency:
- Strong technical and troubleshooting skills, with experience in software used in a professional services environment
- High level of IT literacy especially within a Microsoft environment
- Basic understanding of Network Infrastructure
- Knowledge of legal and finance applications (e.g. Intapp, SAP), good to have
Other:
- Willingness to travel and work in other offices within the respective region
About Us
We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.
At DLA Piper, we understand that inclusion is not a one-size-fits-all concept. We embrace and celebrate the range of perspectives, backgrounds and experiences that each individual brings to our firm. By fostering a culture that welcomes and appreciates all aspects of our individuality, we ensure that everyone has the opportunity to succeed.
Our commitment to inclusion and positive social impact enables us to provide exceptional service to our clients and communities, while nurturing a unique and inclusive culture for all our people. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.
We are committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all. If you need any support or adjustments, please let us know.
Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.
