Large legal firm is seeking an experienced software support candidate to join the IT Department. The ideal candidate needs to have a strong Office 365 background and advanced skills in MS Word.

End-User Interaction
? Act as first point of contact for all IT-related topics and support requests
? Handle user requests via Helpdesk system, telephone and email
? Provide timely and professional assistance to end-users
? Ensure the IT Desktop Support function is monitored effectively without compromising on service delivery

Problem Analysis and Troubleshooting
? Analyse and troubleshoot software issues reported by end-users
? Gather information about the problem, ask relevant questions
? Research and identify solutions to software issues
? Learn the importance of the company’s templates and formatting processes
? Ability to quickly assess and resolve issues during a user’s phone call
? Test and replicate reported issues to verify their existence
and determine the best course of action for resolution
? Collaborate with team members about reported issues

? Communicate clearly, effectively and professionally with both technical and nontechnical end-users, translating information into understandable terms
? Transfer application knowledge effectively and timeously
? Where possible and applicable keep end-users informed about the status of their reported issues and expected resolution times

Software Updates and Patching
? Provide guidance on best practices for software maintenance and updates

Technical Assistance
? Guide end users through step-by-step solutions or provide clear instructions to help them resolve software issues

? 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

? Accurately escalate unresolved queries to the next level of support
? Collaborate with the team to escalate complex issues that require further investigation
? Communicate effectively with the Technical and Helpdesk team members
? Good understanding of the business needs and the IT service delivery requirements including turn around time
? Follow company and IT procedures and security policies


  • Advanced MS Word skills
  • Good command of written and spoken English
  • Very good understanding of Office 365 products
  • Strong knowledge of IT
  • iManage skills advantageous
  • Training/trainer experience advantageous
  • Must have at least 3 years experience in an IT Helpdesk capacity (non-negotiable requirement)
  • Previous large corporate experience essential

Please note only shortlisted candidates will be contacted

Desired Skills:

  • IT Support
  • MS Office
  • Corporate Experience

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