Job Description
Role and responsibilities
About Us
Unitedlex India Pvt. Ltd. (Formerly known as iRunway India Pvt Ltd) is a data and professional services company delivering outcomes for high-performing law firms and corporate legal departments in the areas of digital litigation, intellectual property, contracts, compliance, and legal operations. Founded in 2006 with a mission to push the boundaries of legal innovation, we provide solutions that enable measurable performance improvement, risk mitigation, revenue gain, cost reduction, and digital business synergy.
- Please refer to our Privacy Policy at UnitedLex for information, https://unitedlex.com/privacy-policy/
Overall Responsibilities
- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
- Resolving incidents/service requests when first contacted whenever possible.
- Handling user calls
- Provides user guidance by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.
- Responsible for the configuration, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).
- Follow the onboarding and offboarding process to ensure the smooth transition of new hires and leavers.
- Work with senior staff and other groups to resolve technical problems.
- Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis.
- Follow set policies and procedures when assisting users to ensure proper handling of requests.
- Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.
- Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware
- Work with simple to moderately complex Active Directory functions such as file share rights, manage permissions on the security groups, access of O365 applications.
- Coordinate with the other IT teams to complete the project related tasks.
- Work on other SOP driven tasks like Access modification on Mailbox, email forwarding, VDI Access, VDI Reset etc.
- Completing other duties as assigned outside of normal workload.
- Work in 24x7 rotational shift to provide support and resolve remote support tickets.
Knowledge and Skills
- Minimum 1 years of relevant experience
- Excellent troubleshooting and critical thinking skills.
- Be ready to work in rotational shifts (24*7)
- Strong Conceptual skills
- Good Communication Skills
- Good team player
- Should understand the basic concept of windows domain environment and working experience on AD user provisioning.
- Should have working experience on level 1 administrative tasks on 0365 (email account, DL, creation, modification etc.)
- Working knowledge of Standard desktop software and functions (e.g. antivirus, encryption, browsers, plug-ins, audio / video functionality).
- Troubleshooting experience of MS Office suite.
- Should be familiar with all the MS Office applications being used in office.
- Should be able to identify the MS Office related issues.
- Should be able to provide all relevant information to specialist team.
- Good understanding of different add-ins and plugins.
- Working knowledge of Windows OS
- Should understand the different features of Windows.
- Should be able to identify Windows related issues
- Should be able to document the issue clearly with the complete details so that if required, the next level team can help on it further.
Work Conditions
- All specific company policies to apply without exception
- Compulsory adherence of ISO/IEC 27001: 2013 guidelines
Qualification & Attributes
Experience
Minimum 1year of relevant experience
BPO F&A experience, preferably floor support experience.
- Good English communications skills both written and verbal.
- Proficiency and accuracy in high volume data entry and use of Microsoft Excel and Outlook
- Should have a good hand on Microsoft Office especially.
Education
Personal attributes
- Must be well organized and able to juggle multiple tasks - dynamic, and action-orientated, which meets deadlines and makes it happen.
- Must have ability to build and maintain relationships and work confidently with people at all levels
Must possess an enthusiastic and approachable personality.
- Must be an excellent communicator (written and verbal) with the ability to earn trust and credibility.
Must have ability to demonstrate a high degree of confidentiality
- Must be willing to accept responsibility and make decisions based on experience, education and understanding of business/client needs.
About Us
UnitedLex is a data and professional services company delivering outcomes that create value and competitive advantage for legal and the business. Our business is anchored by a passion for innovation brought to life by a global community of diverse individuals determined to deliver on the promise of data mastery, legal acumen, and human ingenuity. 
