Service Desk / Support Analyst - Law Firm, 1st/2nd line

Level:
Other
Job Term:
Permanent
Location:
London
Position/Type:
Legal IT/Systems
Salary Description:
£30k - 35k per year
Posted:
14/05/2017
Recruiter:
Information Technology Services
Job Ref:
394/109/ET

Service Desk / Support Analyst - Law Firm, 1st/2nd line

Service Desk / Support Analyst required by international law firm to provide 1st and 2nd line telephony and deskside technical support to their user community (supporting London and international offices). You will be responsible for logging, tracking and resolving calls and providing hardware, application and network support to a global client base.

Other responsibilities include:

* Diagnosing and resolving technical hardware and software issues, ensuring users are kept updated/advised of appropriate actions
* Responding to requests for technical assistance either in person, via telephone or electronically (call logging software or email)
* Managing all technical tickets to agreed resolution times; ensuring users are kept updated as to progress
* Maintaining, creating and updating Service Desk documentation/inventories, as required
* Providing ad-hoc, induction and general training on IT systems and procedures as required
* Participating in proactive 'floor-walking' as directed by the Service Desk Manager

Technical requirements:

* PC hardware and peripherals (including PCs, printers, laptops & XDAs/PDAs)
* Active Directory administration
* Blackberry/BES troubleshooting
* iManage/Worksite (DMS)
* Networking (switches, patching etc.)

If you have 3+ years' experience on a service desk providing 1st/2nd line support within a partnership or professional services environment (LLP, legal, accountancy, insurance, finance), this could be the role for you.

Service Desk / Support Analyst - Law Firm, 1st/2nd line

Closing Date:
11/06/2017

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