IT User Support Specialist

Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has more than 1,000 lawyers. Headquartered in New York with offices in Beijing, Brussels, Hong Kong, Houston, London, Los Angeles, Palo Alto, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe.

With the continued growth within STB the requirements are to onboard an additional IT User Support Specialist to the London IT OTS team. To achieve this the role requires white glove support to all STB users and its clients by ensuring that all IT services and equipment is supported and maintained to the highest standard.

The IT USS will be expected to do multiple tasks including but not limited to 1st, 2nd & elements of 3rd line support, Project work, Travel and potential OOH support. Helping to identify trends, issues and problems and to work with the team in escalating these issues appropriately.

• Provide support, assistance to users & clients via email, telephony or in person.
• Ability to support senior users and clients in stressful environments.
• Ensure that all incidents, requests and problems are actioned within the agreed SLA.
• Escalate calls to the appropriate teams within a timely manner as and when required.
• Ability to provide support for both windows and IOS devices including laptops, tablets and mobiles.  
• Responsible for troubleshooting a wide variety of Hardware and Software issues.
• Ability to take ownership and accountability with projects and workload.
• Help maintain all stock levels and update asset register.
• Accountable for installs, moves & changes.
• Working with the IT training team to highlight training needs for users.
• Provide key updates/milestones during team meeting for all projects that your assigned to.
• Any other ad-hoc duties/projects as required by the Senior London IT Team.

• Previous professional services experience ideally Legal, minimum of 3 years.
• Excellent knowledge of Microsoft office suite, preferably Office 365.
• Experience in supporting legal applications such as iManage, InTapp, Litera, minimum of 3 years.
• Previous ITSM tool knowledge such as ServiceNow.
• Ability to work under pressure when required.
• Excellent communication skills both written and verbal.
• Ability to manage workload and assist team members when required.
• White glove support for all VIP users is essential.

Salary and Benefits: Competitive

Hybrid working

Hours - 8am–4pm/9am–5pm/10am–6pm (Weekly Rota)

Simpson Thacher is committed to ensuring that everyone can reach their full potential, irrespective of background, identity, or circumstance. We know that we are at our best when we bring together diverse experiences and perspectives. This is why we are focused on fostering a collegial environment which maximises collaboration, empowering every individual to thrive and succeed.