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Service Desk Analyst - International Law Firm

Stephen james Partnership
Job LocationManchester
EducationNot Mentioned
Salary28,000 - 35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

The Client is a leading international law firm, delivering quality and value to clients around the globe. They are always looking to invest in the highest-quality talent, recognising that their success is built on the diverse and uniquestrengths of each of the members of the Firm.The Role will have you work as part of the Service Desk team to assure meticulous support/service throughout the firm. To achieve this the analyst will work closely with the IT Operations team to provide the best customer experience. Therole will serve you with the opportunity to get yourself involved with their ongoing infrastructure projects whilst giving you exposure to 3rd line support.Key Responsibilities include:

  • Deliver 2nd Line Service Desk support and effectively troubleshoot by taking ownership of tickets following Incident Management and service requests.
  • Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs while providing high-quality and customer driven technical support to internal and external clients
  • Use of incident management system to properly document and escalate issues as they are reported
  • Remote Desktop Services
  • Proactive learning of current and newly released applications
  • Respond to support requests for assistance with A/V systems.
  • Create support documentation, sharing knowledge and having input to the Problem Management process.
  • Follow established policies, procedures, and technology standards to ensure system availability and security.
  • Set up hardware when requested.
  • Act as the technical lead for projects managed within the ITSD environment (where appropriate).
  • Share and transfer knowledge to more junior members of the team.
  • Be a Tech ambassador to the business
You will have 1 or more years of experience providing desktop support at a professional services environment (ideally in a Law Firm) with the desire to get your hands around 3rd line support.You will also be or have:
  • ITIL qualification
  • Solid understanding of Remote Desktops, Virtualisation and Cloud Network
  • Strong understanding of legal-specific applications
  • Good knowledge of infrastructure and network architecture i.e server, routers & telephony
  • Interest in enterprise solutions
  • Ability to troubleshoot and understand the customers requirements, to be able to deliver the right solutions.
  • Process driven, with the ability to focus on the end result.
  • Excellent written and communication skills.
  • Experience or an understanding of ITIL Process streams, primarily Incident, Problem and Change Management.
  • Good knowledge of Microsoft Products in particular Office 2016 (Word and Outlook) and Windows 10.
Required proficiency in the following areas:
  • Active Directory
  • Microsoft Windows Server 2012/2016/2019
  • Citrix XenApp / XenDesktop
  • Azure
  • DNS
  • DHCP
  • Networking Technologies
  • Exchange Online & Office 365
  • Office 365
  • iManage
  • Aderant
  • Interaction
  • BigHand
  • Mobile Devices
  • Intune
  • Printer maintenance
  • MS Office Templates (Outline or similar product)
  • Remote access / VMware Horizon / AOVPN
  • Mimecast
Please apply for a confidential conversation with one of our consultants.

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