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IT Service Desk Analyst 1st line

Fieldfisher
Job LocationLondon
EducationNot Mentioned
Salary£25,000 - £30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

IT Service Desk Analyst -1st Line We have a great opportunity for an experienced IT Service Desk Analyst (1st Line) to join our friendly IT team on a permanent contract. This role will provide desktop support in Belfast and remote support across UK offices.This vacancy sits within the wider IT Department, which comprises of the following core teams IT Service Desk , IT Training, IT Development, IT Projects and IT Technical Services, who provide key services to the Firm.The successful candidate will be responsible for management of the firms hardware assets, provide support to the IT Service Desk Team and an ad hoc support as required. The hours of work will range between 08:00 - 19:00 Monday to Friday. This role reports into the IT Service Desk Team Leader.Responsibilities

  • To provide prompt support in a timely manner after consultation with the user, and to ensure that all calls assigned are dealt with efficiently and effectively, keeping the user informed of progress and logging resolution for future reference.
  • To visit users at their desks to provide local support on pc hardware and printer issues.
  • To ensure all calls are logged and updated in the service management tool.
  • Ensure all calls are dealt with in a professional and courteous manner.
  • Chasing the internal teams on the back log of the older tickets
  • To be available on the Contact Centre to support the wider 1st Line team and take the overflow of calls to the IT Service Desk
  • Alerting the Service Desk Team Leaders and technical teams/appropriate teams of any Major Incidents
  • To maintain a high degree of customer service for all support queries
  • To ensure that all calls are dealt with as quickly as possible to minimise downtime to the user base.
  • Effective use of all IT Service Desk tools, including call logging software, remote control tools, Contact Centre and software deployment tools.
  • Reach and exceed all users expectations for level of service.
  • To work pro-actively in the department to help minimise any future problems.
  • To be able to work effectively within the Service desk team.
  • To assist with providing IT equipment for short term loans, such as laptops, memory sticks and data cards.
  • Possible travel to London, Birmingham, Belfast and other remote offices to support project work European offices
  • To manage and maintain IT hardware and software assets.
  • Any other duties required by the IT Deskside Support Team Leader
    • Key Skills & Experience
  • Customer service mind-set
  • Effective communicator
  • Problem solving
  • Effective Time Management skills
  • Analytical skills
  • Ability to work under pressure
  • Ability to follow process
  • High Standards and attention to detail
  • Reliability / Responsibility
  • Integrity / Teamwork
    • Some of the Systems and Applications used (Experience in these is preferable)
  • Windows 10
  • Worksite DMS
  • Skype for Business
  • Legal360 finance system
  • Microsoft Office 2016
  • Workshare Compare
  • Winscribe Digital Dictation
  • Apple Mobile Devices
    • Qualifications:
  • An ITIL Foundation V3 is essential
  • MCP certification would be desirable
    • Fieldfisher is a European law firm with market leading practices in many of the worlds most dynamic sectors. We are an exciting, forward-thinking organisation with a particular focus on technology, finance & financial services, energy & natural resources, life sciences and media.Fieldfishers Condor Alternative Legal Solutions won the award for New Business and Service Delivery Models’ at the FT Innovative Lawyers Europe Awards 2017. Fieldfisher also won Personal Injury Team of the Year at the Solicitors Journal Awards 2017.Please note Fieldfisher aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff. All applications will only be considered on merit and the applicants suitability to meet the requirements of the role. Required skills
  • Customer Service
  • 1st Line

    • Keyskills :
    Customer Service 1st Line

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