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Service Desk Analyst

Posted on Dec 12, 2018 by Robert Walters

London, London United Kingdom
Immediate Start
£30k - £35k Annual

My client, an International Legal firm based in London, are looking for a Service Desk Analyst to join their growing team.

About the Service Desk Analyst Role:

Working within an ITIL framework and reporting to the Service Desk Manager, Service Desk Analysts in this firm are responsible for the processing and coordination of appropriate and timely responses to incident reports and other support requests, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

The Service Desk currently operates on site 0 and remotely 1, Monday to Friday, on a shift basis; therefore the job holder is required to work flexibly within these hours. There is also an emergency on-call provision outside these hours. The onsite hours are currently under review and may be extended if there is sufficient business need.

Key responsibilities will include:

  • Managing IT incidents, problems and change requests on behalf of internal clients
  • Answering and dealing with incoming calls and emails
  • Entering call details into a service desk system
  • Dealing with and signing off enquiries and incidents as the first line of support
  • Providing initial second line support work to assist the second line support team and third line technicians
  • Prioritising calls and escalating them appropriately
  • Acting as a single point of contact, chasing calls on behalf of users and keeping them appraised of progress

The job holder will also work with the rest of the Service Delivery Team, Technical Services Team, and all other relevant internal and external resources available to them, to:

  • Promote IT and provide a channel of communication between the IT department and the rest of the firm
  • Help develop and implement procedures for event management (new software, presentations etc), incident management (serious issues and outages), request fulfilment (laptops, chargers etc), and access management (joiners, leavers etc).
  • Maintain Active Directory
  • Maintain remote access system
  • Carry out floor walking and provide guidance at users' desks
  • Periodically "hot desk" within other departments
  • Help deliver and continuously improve an ITIL-aligned support capability

Required skills are as follows:

Broad, general IT knowledge gained in a professional services environment, including:

  • Office 2010 or later
  • Windows 10
  • PC basics

Strong technical knowledge of the following key products is preferred, including:

  • Microsoft Office - Word (templates, styles and formatting), Excel, PowerPoint and Outlook
  • Practice Management - Elite Enterprise or 3E, Carpe Diem
  • Document Management - iManage Work and FileSite
  • Document Comparison - CompareDocs or Deltaview
  • Digital Dictation - BigHand
  • Remote Access - Citrix and Direct Access
  • Mobile Phones - iPhone, BlackBerry, MDM such as WorxMail or MobileIron
  • CRM - Interaction
  • Mimecast

Ability to develop an understanding of the firm's network and server infrastructure, including:

  • Device Management, including Surface Pro
  • BlackBerry and iPhone device troubleshooting
  • Mailbox management (permissions and size) including Exchange Management Console
  • Releasing emails via Mimecast
  • Recovering deleted emails within Mimecast
  • Troubleshooting email flow from internal users to external clients and vice versa
  • Basic understanding of Active Directory Group Policy and login scripts
  • Active Directory maintenance (Group membership, User details, Distribution lists
  • Outlook/Windows profiles; troubleshooting, maintaining and installing
  • Network print queue maintenance
  • Remote Access maintenance via Citrix Management Console
  • Outline understanding of Firewalls and Antivirus (particularly for home use)
  • A good understanding of wifi connections/Internet access and remote access for home use Soft Skills
  • Team focus showing reliability, commitment and flexibility
  • Customer service and communication skills, including listening skills
  • Investigative and problem solving skills, including the ability to carry out own research into new problems to avoid unnecessary escalation
  • Ability to take ownership of issues
  • Ability to inspire trust and confidence of clients, colleagues and managers
  • Self-motivated
  • Ability to remain calm and focused under pressure
  • Prepared to become fully engaged in projects
  • Awareness of and strong interest in developing technologies
  • Ability to assist smooth handover from development into production

If the above is of interest please call me or apply to the above role to find out more!

Reference: 598091727

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