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

Legal IT/Systems
Job Term:
Salary Description:
£30k - 35k per year
Information Technology Services
Job Ref:

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

Service Desk/Support Analyst required by fast-growing law firm to provide 1st and 2nd line telephony and deskside technical support to their user community (approx. 700 users). You will be responsible for logging, tracking and resolving calls and providing hardware and applications support to a their 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:

* Microsoft products, in particular Office 2010 and Windows 7
* Active Directory administration
* iManage/Worksite DMS
* Mobile devices (iPhone, Blackberry, iPad, Android etc.)
* BigHand Digital Dictation

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, Worksite

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