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IT User Support Specialist IT Support, Support Analyst, 1st & 2nd Line

Precise Placements
Job LocationBristol
EducationNot Mentioned
Salary£28,000 - £34,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

IT User Support Specialist - IT Support, Support Analyst, 1st & 2nd LineOur leading law firm client are looking to recruit an IT User Support Specialist (IT Support, Support Analyst, 1st & 2nd Line) on a permanent basis to be responsible for the day-to-day IT support and service of all the firms offices (London, Bristol, Hong Kong & Singapore). This includes technical troubleshooting, providing solutions, educating users on the standard ways of working and training them on systems as and when required.Adhering to the ITIL framework, providing swift responses to incidents, requests and enquiries raised by the business, investigation of incidents and problems by adhering to standard operating procedures and troubleshooting skills through resolution.Key responsibilities for this IT User Support Specialist (IT Support, Support Analyst, 1st & 2nd Line) are:

  • Acting as the first point of contact for all business IT enquires, answering calls/emails and walk-ups in a professional and helpful manner, with the objective of completely understanding the callers problem or requirement.
  • Excellent understanding of ITIL best practice, ability to follow ITIL processes and procedures.
  • Supporting and troubleshooting technologies as specified in the technical requirements below
  • Monitoring ITSM call queues to ensure all tickets are being dealt with effectively and according to the service standards. Contribute to Service Desk team meetings from an incident management perspective and actively share information and knowledge with all members of the team.
  • Provide first, second and third level technical support as part of the Global IT User Support team. Take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution.
    • Technical requirements for this IT User Support Specialist (IT Support, Support Analyst, 1st & 2nd Line) are:
  • Proficient knowledge of Active Directory (user accounts, Exchange and Document Management system) to perform system administration activities such as user account management and support
  • Provision the configuration of hardware, computer, laptops, Mitel telephones and mobile phone technologies
  • Windows 10 - certification or equivalent experience
  • ITIL FOUNDATION V3/4 Certification
  • MS Office 2010 /2013/2016- MOS certification or equivalent experience
  • Document Management Systems (OpenText DM5 - preferred but not essential)
  • Mobile Device Management (MobileIron, MS Intune)
  • Good knowledge of networking e.g. TCP/IP, WAN/LAN, patching etc
  • Contact Relationship Management system (Interaction - preferred but not essential)
  • Practice Management Systems (Aderant - preferred but not essential)
  • Digital Dictation (BigHand - preferred but not essential)
  • Citrix
  • MS Exchange
  • SCCM
  • Time Recording Software (Aderant Expert Time - preferred but not essential)
  • IP Phone administration (Mitel - preferred but not essential)
    • Required skills
  • ITIL
  • Remote User Support
  • Technical Support
  • 2nd Line
  • 1st Line

    • Keyskills :
    ITIL Remote User Suppt Technical Suppt 2nd Line 1st Line

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