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IT Service Desk Analyst 1st Line

Fieldfisher
Job LocationManchester
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The TeamThe IT department has 50 members of staff (including European Offices. Mabel Harvey is the IT Director).The Service Desk team consists of a Service Desk Manager, Service Desk Team Leader, 6 Service Desk Analysts and an apprentice. The service desk provide support to all offices globally between 08:00 - 19:00 UK timeOutline of RoleThe IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications to undertake analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. This role reports into the IT Service Desk Team Leader.Responsibilities

  • Act as a single point of contact to report any IT related matters via phone calls, emails and Self Service
  • Logging all contacts in the Service Management Tool and providing updates to customers on open tickets
  • Escalate tickets either technically to the next tier or any complaints to the Management
  • Chasing the internal teams on the back log of the older tickets
  • Alerting the Service Desk Manager and technical teams/appropriate teams of any Major Incidents
  • To maintain a high degree of customer service for all support queries
  • Making effective use of all IT Service Desk tools including the call logging software, remote control tools and knowledgebase.
  • Advising the Service Desk Management of any potential customer issues or complaints.
  • Adhering to IT processes and documenting procedures and fixes when required.
  • 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
  • Ensure all calls are dealt with in a professional and courteous manner.
    • Key Skills & Experience
  • Basic Active Directory knowledge - creating user accounts, reset passwords, processing new joiners and leavers, maintain email and security groups etc.
  • Law firm experience would be an advantage
  • Excellent customer service skills and good telephone manner
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010-2016
  • Ability to work in a team environment, collaborate with your peers on bugs and update fixes into the Knowledge Base
  • Ability to work under pressure
  • To be able to manage workloads effectively
  • Has experience working with KPIs and In an SLA environment
  • To be confident, proactive and professional at all times
    • Qualifications:
  • An ITIL Foundation V3 is essential
  • MCP certification would be desirable
    • The FirmFieldfisher 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.Our growing European network of offices supports an international client base alongside our Silicon Valley and China colleagues. We also work in a number of other jurisdictions through dedicated country teams.Among our clients we count social media sites and high street coffee chains as well as pharmaceutical, life sciences and medical devices companies, energy suppliers, banks and technology leaders.Clients choose to work with us because we deliver commercial, pragmatic and innovative solutions through our exceptional legal expertise and experience, on time and on budget.Our network has more than 1000 people working across 20 offices providing highly commercial advice based on an in-depth understanding of our clients needs.We operate across our offices in Amsterdam, Beijing, Belfast, Birmingham, Bologna, Brussels, D

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