Job Description

Established 20 years ago, Allied have become a leader in IT Outsourcing with Support Professionals based at client sites in more than 29 countries. We are seeking a 2ND Line Desktop Support Professional who has experience supporting Microsoft & Citrix to provide technical support.

Our client is a leading global law firm, with offices in 19 countries including China, US & UAE. Based in London, you will responsible for providing advice and guidance on technical issues.

To apply for this role, you should have solid Windows and MS Office Software and Exchange support experience, and be familiar with Citrix as well as Hardware / peripherals.

Key Responsibilities:
• Providing technical support to home and office-based users by telephone and face-to-face on issues regarding PCs, laptops, hardware and software (Microsoft and Citrix).
• Log all calls on the call-logging software and follow them through to closure as per the SLA and KPI’s agreed with the customer.
• Work with the ISS team to ensure that all recurring escalations / issues are managed and not repeated.
• Adhere to customer standards and processes to ensure consistency and common practice.
• Handle and handover priority 1 escalations when required.
• Recommend training and skills development programs to the IT Management team.
• Manage the technical infrastructure, working with IT Support, Technical Support, Change and IT Training as well as 3rd Line Technical Teams.