IT Service Desk Analyst

ROLE OVERVIEW //

We are recruiting for two IT Service Desk Analysts to join the Technology Department.

The IT Service Desk sits within our Technology department and is made up of 13 people. This is led by Service Operations Manager, a team of 10 on the day shift, 2 on the evening shift and 1 on the night shift.

The successful candidate will have in-depth knowledge and experience of O365, with a track record of Deskside and Service Desk.

We are particularly interested in hearing from candidates with experience in law and/or other professional services firms. Although we expect all candidates with a Service Desk background to have an excellent

working knowledge of these applications, we are also interested in meeting candidates with experience of working on a ‘Genius bar’ or equivalent environments.

KEY RESPONSIBILITIES //

The key responsibilities of this role are set out below and there may be others which are not listed. You may be required on occasion to work outside our normal working hours of 08:00am - 6:00pm.

• Answering, logging and fixing calls in call logging system escalating call to Supervisor and/or another department where appropriate, retaining ownership of calls to ensure they are resolved within allotted times.
• Imaging and Configuring of Laptops with standard image and setting up any user requirements i.e. Remote Access, Printers, Adapters for travel overseas etc.
• Visiting users and clients to fix calls, providing on the spot training or floor walking where necessary, dealing with customers in person at our Tech Hub.
• Dealing day to day with Microsoft Azure, Microsoft Intune, Microsoft Teams, Citrix and BigHand queries.
• First to second line support for many Legal Applications including Carpe Diem (CDNG), iManage Work, DocuSign, Laserforms, HighQ and Workshare Compare.
• Working as part of a team of 13 (days and evenings), the ability to work as part of a team is essential.
• Troubleshoot the firm’s hardware as and when required.
• Occasionally perform software configuration on the firm’s systems.
• Perform any other reasonable duties requested by the Service Desk Team Management.
• Provide a critical business communication interface across the broader Technology group.

CANDIDATE PROFILE //

Candidates for this position must have:

Providing support to users on:

• Microsoft Office O365 to an advanced level
• Microsoft Windows 10.
• iManage Work 10
• Microsoft Azure and Endpoint Administration Exchange Mailbox (Online) and DLs
• iManage or similar document management system
• PC, laptop and telephone equipment installation
• Citrix /Secure Access troubleshooting
• Laptop, iPhone or Smartphone troubleshooting

• Supporting users with document management systems (DMS)
• Troubleshoot email routing queries using Mimecast, Exchange and Windows Defender
• Installation, technical workings and maintenance of desktop/laptop hardware
• Large scale LAN and WAN knowledge
• Having practical experience of software configuration
• Procedures and guidelines which govern the regulated environment of law firms.

Desirable:

• ITIL V3 Foundation Certificate
• Ability to solve a range of difficult problems relating to issues which are expected to arise regularly within the Service Desk
• Being able to follow detailed procedures and call logging requirements.
• To be able to make several judgements of some complexity to solve problems relating to the immediate workload.
• To have a solution focused approach to problems
• To be able to adapt and be flexible when making decisions.
• Demonstrative ability to think ahead, to prioritise and to organise resources and consumables.

Autonomy:

It is expected this role would be led by procedures and guidelines which are in place; however, the role will require the ability to:

• Resolve some issues and problems which go beyond the governance framework.
• Floor-walk users in isolation of the main Service Desk.