Service Desk Analyst

Job Description

Service Desk Analyst £30,000- £35,000PermanentFull time in the officePurpose of jobTo provide an excellent standard of application and systems support to all users within BCLP. Whats in it for youThe Bryan Cave Leighton Paisner IT department has a track record for implementing leading edge IT solutions and as such the role is very well suited to anyone who demonstrates a keen interest in technology, and supporting end users. Key tasks

• Provision of an excellent standard of application and systems support to all users within BCLP as part of the UK Service Desk team. The position is based in the Manchester office.
• Exceptional telephone and email support to users from all BCLP offices globally.
• All calls taken by the service desk must be logged using Manage Engine Service Desk Plus, resolved or progressed and monitored through to resolution.
• On-site deskside support for the Manchester office including Audio Visual support in the meeting rooms.
• Handling the variety of walk-in requests to the Service Desk in Manchester in a professional manner.
• Working towards individual and team targets.
• Create support documentation and knowledge articles for use by the IT team and the business.
• Prepping and support of mobile devices.
• Involvement in ad hoc projects

Additionally the person may be required to join the out-of-hours or evening rota and provide telephone based support.Qualifications required Microsoft certification is considered as a key requirement as well as other forms or manufacturer specific accreditation. Experience and Knowledge The successful candidate would ideally have very good understanding of the software and hardware platforms in use (listed below) :

• Main Applications
• MS Office 2010 - Word, Excel, Outlook, PowerPoint and Access
• MS Internet Explorer - IE11
• Skype for Business
• InterWoven Desksite / Filesite / Worksite 8.5
• InterAction relationship management system - web and windows client
• Elite practice management system (Webview and Enterprise)
• IntApp Time
• IntApp Wallbuilder
• Workshare 7 including Deltaview and Protect
• Remote assistance technology eg. VNC, Logmein
• RSA
• Hardware
• iPhones
• BlackBerry
• Wyse Portable terminals
• Windows Surface Tablets
• Lenovo laptops
• HP printers
• Familiarity with the following associated technologies or platforms
• VMWare Horizon view 6
• Windows 7
• Active Directory
• Zero Client Technology - Samsung
• Mitel IP Phones
• Polycom Lync | SIP Phones
• Video conferencing

Attitude and Skills

• Requires an excellent telephone manner with ability to communicate with users at all levels in a calm, confident and professional manner.
• Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery.
• Is required to constantly enhance own knowledge and actively share that knowledge with others.
• Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others. Also the ability to persist with an incident or problem until final resolution.
• The role will require a degree of flexibility. The candidate should be familiar with the demands of a corporate IT environment and the demands of high availability for these systems.
• The person must have a proven track record in an IT support environment.

Confidentiality

• To ensure all hardcopy materials containing confidential information are securely stored and accessible only to those authorised to view such content
• To ensure all confidential information stored electronically is securely stored and accessible only to those authorised to view such content

Disclosure

• As a regulated firm of solicitors, Bryan Cave Leighton Paisner LLP ("BCLP") is required to undertake appropriate vetting of staff. In addition to completion, by applicants who accept a job offer, of a regulatory questionnaire, BCLP uses a specialist providerto undertake professional verification and background checks (including through electronic data sources, and directly with employers and professional bodies/regulators) on our behalf. We will also undertake certain verifications ourselves
• BCLP adopts a risk-based approach to its vetting procedures, which are only undertaken with consent, and in accordance with it legal and regulatory obligations.

McGregor Boyall is acting as an Employment Agency in relation to this vacancy.