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Senior IT Support Analyst - Desktop Support, 2nd Line, 365, Exchange, Active Directory

Precise Placements
Job LocationManchester
EducationNot Mentioned
Salary£35,000 - £39,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Senior IT Support Analyst - Desktop Support, 2nd Line, 365, Exchange, Active DirectoryOur mid-sized law firm client are currently looking for a new Senior IT Support Analyst (Desktop Support, 2nd Line, 365, Exchange, Active Directory) to join them on a permanent basis. Our client are a growing firm with a strong UK presence who are undergoinga technological transformation including a move over to cloud, desktop upgrades and even the AV setup. This role is based in Manchester but will support the London office remotely.to be considered for this Senior IT Support Analyst (Desktop Support, 2nd Line, 365, Exchange, Active Directory) role, its ideal that you have:

  • Ideal but not required law firm experience.
  • 3 + years within a 2nd Line support role.
  • Supported Windows & Microsoft platforms (365, Intune, Mimecast, Defender etc.)
Main duties and responsibilities
  • Provide end-user IT assistance on all core desktop applications and technologies.
  • Assist the Service Desk Delivery Manager in the triage of tickets, including:
    • Serving as the end user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
    • Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
    • Prioritise service incidents and tickets to the Service Desk Analysts following established procedures - Including assigning tickets to the appropriate team member based on their expertise, workload, and location.
  • Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
  • Ensure customer satisfaction through continuous status updates and information sharing.
  • Ensure problem descriptions and resolutions are accurate in our ITSM solution.
  • Work with the IT Service Desk Delivery Manager to improve end user service, perception, and satisfaction by developing and managing internal support documentation.
  • Demonstrate the ability to work collaboratively in a team and communicate effectively.
  • Continuously review and improve processes and workflows to enhance efficiency and end user satisfaction.
  • Assist the Service Desk Delivery Manager with trend analysis.
  • Support and mentor the Service Desk Analysts.
  • Although predominantly a 2nd line role, you may also be required to assist in 3rd line issues.
  • Assist with transformational projects using Microsoft Azure and M365 platforms.
  • Assist with the set up and maintenance of equipment, such as laptops, printers, scanners, and AV equipment
  • Participate in any IT projects, contributing technical input and participating when required as a full-time project team member, or as a project leader according to the needs of the project.
  • Suggest improvements and bring innovative ideas to the team.
  • Escalate problems to the Service Desk Delivery Manager or Head of IT Ops.

Keyskills :
Microsoft OfficeTechnical Support2nd LineMicrosoft 365

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