Specialist, Service Desk at White & Case

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Second Line Support, Troubleshooting, Problem Solving, Research, Analysis, Documentation, Judgment Application, Issue Resolution, System Security, User Training, Coordination, Record Keeping, Analytical Skills, Communication Skills, Interpersonal Skills, IT Support

Industry

Law Practice

Description

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices. The Advisor, Tech Support provides essential services and supports the team in making informed decisions and providing quick resolutions on Tech Support matters. This role engages in fact-finding exercises and analysis, applying judgement based on information gathered from multiple sources to enable their team to operate and respond effectively to technical inquiries. The incumbent primarily impacts the team's effectiveness by maintaining high standards of technical work, coordinating the smooth resolution of IT issues to maximise functional performance on a day-to-day basis. Key responsibilities for this role include: Provides 2nd line of support services to team members, end users and other stakeholders on typical Tech Support queries and issues Conducts research and analysis on Tech Support matters using data, gathering information from relevant sources, maintaining documentation and applying best judgement to resolve IT issues quickly and effectively Responds promptly to technical inquiries, ensuring accurate recording and efficient resolution, escalating complex issues to senior colleagues and team leaders as necessary Helps the team to maintain system efficiency and security by troubleshooting and problem-solving system issues Supports the Senior Advisor or Manager with providing training and support to users to ensure proper use of technology services and software Collaborates closely with wider teams across the firm to gather key information, contributing to the achievement of team objectives to ensure a holistic approach to technological support Maintains accurate records of tech issues, actions taken, and outcomes within the system to support continuous improvements in service delivery Maintains up-to-date knowledge of Tech Support best practices and trends, sharing insights and recommendations with the team as appropriate May coordinate the work of junior team members and more administrative roles Roles at this level may serve as a supervisor or informal resource Ability to make judgments based on knowledge gained through previous experience Ability to work fairly independently, escalating complex issues for guidance and support Comprehensive understanding of the range of processes, procedures and systems within own discipline Effective analytical and problem - solving skills, with the ability to gather and evaluate information from multiple sources Effective communication and interpersonal skills, with the ability to coordinate work, provide guidance within the team, and collaborate with cross - functional teams Bachelors degree or equivalent experience; likely working towards relevant professional certification/qualification where appropriate to the discipline This role reports to Manager, Service Desk Equal Opportunities White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law. If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you. The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment. The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. Note to Recruitment Agencies Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies. Firm Summary White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. With a long history as an international firm, we are well-positioned to help clients resolve their most complex legal challenges wherever they may arise. Operating across six continents and working in virtually every country, we have invested heavily in building a high-quality, full-service practice that competes at the top of the market. We are distinguished by our on-the-ground presence in key financial markets and our expertise in handling complex cross-border work. What sets us apart is not just our global network of offices but the interconnectedness of our Firm. Our people and clients value our collaboration across geographic and practice boundaries, which is why we attract and retain significant cross-border work. Representing multiple nationalities from across the world and speaking a vast array of languages, our lawyers and Business Services professionals are globally minded, enterprising, and committed to excellence.

Responsibilities

This role provides essential 2nd line technical support services to team members and end-users, focusing on quick and effective resolution of typical IT queries and issues. Key duties involve conducting research, analyzing data, maintaining accurate records, and troubleshooting system problems to maximize functional performance.