IT Service Desk Technician

Watson Farley & Williams is an international law firm advising on complex disputes and transactions through local knowledge and an integrated international network.  We have a strong sector focus, combining our technical excellence with deep industry knowledge across Energy, Transport and associated Infrastructure.

The firm has achieved rapid expansion and year-on-year growth owed almost entirely to a focused strategy, strong leadership and the quality of its people.  The next stage in the firm’s growth plan is to achieve full-service strength within core sectors across the global platform.

We strive for excellence in all that we do and view investment in our people as key to achieving our business goals and values, which rest on developing deep and long-lasting relationships externally and internally through respect, sharing, communication and integrity.

Our global practice is integrated across our offices in Europe, the Middle East, Asia, Australia and North America delivering consistently high levels of service across borders and locally through a deep understanding of local business customs and culture.

We are committed to creating an inclusive workplace to attract and retain the most talented people from all backgrounds and cultures.  We believe in celebrating difference and that people from any background can rise to the top, ensuring opportunities to develop and progress are available for all.

As part of the Global IT Service Desk Team, the IT Service Desk Technician provides 1st and 2nd line support in one of our regional offices, whilst also supporting the business worldwide.

The IT Service Desk technician will provide troubleshooting for local infrastructure issues, and liaise with 3rd line colleagues, providing remote-hands services as necessary.  The IT Service Desk Technician will also support in the management of locally provisioned IT services and associated 3rd parties (e.g., AV service providers; telecom/mobile service providers) and manage local IT equipment stock and arrange orders as required.

Across the APAC region, our IT team comprises of two Senior IT Technicians (1 in Bangkok, 1 in Singapore) and an IT Service Desk Technician based in Hong Kong.  

• Singapore Head of Office and Office Manager
• Reporting to the Regional IT Service Delivery Manager
• Working within the Global IT Service Desk team
• Liaison with other IT teams
• Liaison with a broad range of stakeholders across the business on service delivery matters, as well as internal and external subject matter experts

• Handling tickets assigned to your work queues for the region you are supporting, ensuring the IT Service Management tool is kept up to date with progress of your tickets.
• Ensure any new tickets logged to the Global Service Desk are reviewed and actioned as appropriate when the London Service Desk is offline.
• Ensure all work is undertaken in line with Firm and Departmental policy, process, and procedure.
• Troubleshooting issues and ensuring all tickets are triaged effectively before escalation to Senior Technicians or 3rd line teams if required.

• Documenting knowledgebase articles to enable the upskilling of the wider service desk team and improve ability to resolve issues at first contact.
• Work with project teams to understand the impact of projects on the location you are based, completing project related tasks for your location as required.
• Ensure prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively.
• Actively contribute to team meetings by suggesting agenda items, providing feedback and re-enforcing messages amongst the team.
• Occasional international travel as required to support other international offices as required.
• Liaise with local 3rd party suppliers for the provision of IT Services (e.g. AV service providers; telecom/mobile service providers).
• Educate end-users on IT best practices and security measures to prevent future incidents.

• Approximately 3-5 years’ experience in a Service Desk role within a regional IT team, preferably in the legal sector.
• Strong knowledge of IT Infrastructure services and user administration activities (new joiners, folder management, password resets, etc).
• Good knowledge of Microsoft Windows operating systems, Microsoft Office applications and general hardware support.
• Ideally V3 ITIL Foundation accredited.
• Experience of being part of a remote team.

Must be able to:

• Provide excellent customer service.
• Demonstrate excellent organisational skills.
• Be prepared to travel to overseas offices if required.
• Demonstrate strong written and verbal communication skills, with the ability to articulate technical issues in non-technical language that is easy for our stakeholders to understand.
• Demonstrate strong written and verbal communication skills in English.
• Display a positive attitude with a flexible approach to work.
• Troubleshoot issues using logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Perform well in a fast-paced environment, with the ability to effectively manage interactions with people that are under stress and adapt when confronted with high-priority situations.

Respect for different backgrounds and perspectives is at the heart of our firm’s core values and we recognise the importance of fostering an inclusive environment that allows everyone to reach their full potential. This is a key feature of our Global Code of Conduct, which places diversity and inclusion at the centre of our firm’s ways of working.

We believe that exceptional client service can only be delivered by exceptional people. For this reason, we aim to attract, retain and develop the best talent from a wide range of backgrounds. All decisions relating to employment will be objective and based on merit and ability.

We are committed to ensuring that our recruitment processes are as inclusive and barrier-free as possible. This includes making adjustments for candidates with a disability or long-term health condition.  If you require adjustments to be made at any stage of the recruitment process, we’d encourage you to get in touch with a member of our team who would be happy to discuss options with you.