The rest of the role includes the following:-

Main Tasks:

• Support all 1^st line document related issues and queries
• Accurate call logging of all document related incidents, acting as a back up for the all IT incidents and assigning to the correct team within IT department
• Own all document incidents through to resolution
• Escalate document related calls according to impact at the correct times
• Successfully follow "Call & Problem Management Procedures"
• Support of macros and templates for MS Office
• Support of the firm's Document Management System
• Testing of template/macro changes in quarterly release cycle

Essential Skills and Experience:

• Strong customer service skills
• Incident and problem management skills
• Office 2003 - Advanced Level including styles and formatting
• Production of support documentation
• Support of document management system
• Experience in a professional services environment
• Team working and strong people/customer service skills
• Good communication and customer facing skills
• Effective team-working and interpersonal skills. Experience of working alone or in a team under supervision, maintaining good working relationships with colleagues and clients
• A good eye to detail, ability to work accurately and efficiently even when under pressure
• Ability to complete set tasks with minimal supervision
• Tactful and diplomatic when in pressured situations
• Uses initiative - 'can do' approach

Desirable Skills and Experience:

• ITIL experience
• Use of XML and the integration of 3rd party products into Word
• Testing techniques and procedures
• Developing solutions using VBA or similar
• Working within a structured project framework
• Document automation/document assembly
• PDF printing