With offices in Dubai, Hong Kong, Sydney & Auckland, law firm Kennedys has been ranked as the fastest organically growing law firm of the last 5 years by Legal Business 100.
The firm is committed to growing and strengthening its international capability and for the IT team, run from its London HQ, this means a requirement for a stable and high performing global IT platform.
Plan-Net solutions & services
Plan-Net, through its UK-based IT Service Desk dedicated to supporting law firms and professional service organisations, now provides round-the-clock remote 1st line support to all of Kennedys’ lawyers and staff.
As the law firm plans to strengthen its international footprint, the challenge for the IT team, run from its London HQ, is to ensure it is equipped with a global IT platform that is stable and high-performing. James Elmer, IT Manager at Kennedys explains “Investment in technology is important, but a huge element to achieving this is ensuring we have an effective support eco-system in place. That is fundamentally about having the right people and processes embedded.”
He continues; “We were finding it quite difficult to resource the quality of staff with the right skill-set and drive to want to do the job. In the legal sector, not only are there specific technologies to learn, the end-users tend to be quite demanding. We found ourselves in a constant state of finding, recruiting, training and performance managing staff, and having to deal with escalations of user complaints of poor performers. It meant we were fire-fighting all the time.”
Plan-Net Analysts were first deployed to work on-site at Kennedys offices alongside its in-house team earlier this year and then service delivery was transferred to Plan-Net. In July this year, Plan-Net then began the 24 hour delivery.
James explains the immediate benefits of a more formal out-of-hours model. “In addition to being able to support international staff centrally and offer UK staff a better level of out-of-hours support, we can now provide a much more proactive service. Besides availability increasing, analysts working during the night can look at less urgent tickets raised during the day and provide a much quicker turnaround time for the overall service.”