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IT Support Analyst 1st & 2nd Line

Carrington Recruitment Solutions Ltd
Job LocationManchester
EducationNot Mentioned
Salary£30,000 - £35,000 per annum, negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

IT Support Analyst, 1st and 2nd Line Support, Professional Services, Blue Chip Company, ManchesterIT Support Analyst with solid 1st and 2nd Line experience required to work for a Law Firm in Central Manchester. The Service Desk operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The IT Support Analyst will be able to deliver support in an efficient, positive, helpful, and enthusiastic manner which will be critical to achieving success in the role.Despite how the role is described below, it is not essential for you to come from a Legal IT background, or Professional Services for that matter! As long as you are a solid, experienced IT Support Analyst / Engineer with energy, enthusiasm and you have a good background working for reputable companies, we want to talk to you!! Read on for more details…Key Responsibilities:Key responsibilities include but are not limited to:

  • 1st and 2nd line support, prioritising calls and escalating them where necessary, ensuring that service levels are maintained.
  • Ensuring that each support call is dealt with promptly, efficiently, and professionally.
  • Entering details into the call logging system, ensuring timely resolution of problems.
  • Providing remote (e.g. telephone) technical support to the firms internal users of computer applications and hardware.
  • Experience in providing support in commonly used systems and applications.
    • o Microsoft Office Suiteo Adobe DCo Remote Access (VPN, Citrix, 2FA Technologies)o Mobile Device Managemento Microsoft Teamso Anti-virus technologieso Windows 10o Citrix XenDesktopo Microsoft M365 Cloud Serviceso IaaS and SaaS environments
  • Previous experience of supporting systems found in Legal firms is desirable but not essential:
    • o Time recording systems (InTapp, Carpe Diem, Aderant Time Recording)o Practise Management Systems (Aderant Expert)o Digital dictation productso Comparison & Meta data stripping Tools (DocsCorp suite of applications)o Document and Case management Systems (Visualfiles, iManage, NetDocuments)
  • Have experience of supporting users remotely (RDP, Remote Assistance, TeamViewer).
  • Owning the call from inception to closure, ensuring that customers are regularly kept aware of progress on their issues.
  • Provide desk side support to users where necessary.
  • Meeting room setups and understanding of relevant equipment.
  • Responsible for adding to and maintaining the internal Knowledge Base and sharing knowledge with colleagues.
    • Essential:
  • Excellent troubleshooting skills, with all-round knowledge of desktop hardware and laptops.
  • Experience of all core Microsoft Office products - Word, Excel, PowerPoint and Outlook.
  • Excellent communication skills and attention to detail.
  • Able to work under pressure and to tight deadlines.
  • Ability to see tasks through to completion.
  • Ability to work well within a team.
    • Desirable:
  • ITIL qualification.
  • Experience of supporting products typically utilised in a legal firm.
  • Familiar with ISO27001 and Cyber Essentials Plus
    • Key communication and Relationships:
  • Reports to the Service Desk Lead
  • Works alongside the Service Desk team, Applications Support Analysts and Training team
    • This is a great opportunity and salary is dependent upon experience. Apply now for more details.

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