IT Support Analyst 1st Line

Job Description

A leading London law firm whose lawyers combine the in-depth legal knowledge and breadth of expertise and experience required to give unparalleled advice to their clients.Representing individuals and organisations across a wide variety of sectors, providing quality advice which is commercially focussed and personally delivered, this is a superb company to work for with a great history.REPORTING TO: Head of ITHOURS: Full-time, 9:30am - 5:30pm, Monday to Friday with one hour for lunch. A flexible approach to working hours is a must, overtime may be required at busy times.SALARY: £30,000 to £35,000 per annum, dependent on experienceThis role will be based full-time in the London office, 5 days per week, Monday to Friday.There is No Hybrid working currently.THE OPPORTUNITYWe are seeking an IT Support Analyst/1st Line Support to join the small IT team. The ideal candidate will have a passion for technology and a desire to learn and grow in a varied and dynamic environment, a hands on approach is needed and someone who is keento continue learning.This is an exciting opportunity for an Analyst who will primarily provide 1st line technical support for all incidents and service requests reported to the Service Desk in the London office.With it being a small team you will gain lots of skills and knowledge in different areas of IT, helping you with your future career.RESPONSIBILITIES

• Provide first-line technical support to end-users in person, via phone, email, and chat, ensuring timely resolution and consistent prioritisation of requests
• Troubleshoot and resolve hardware and software issues
• Evaluate and escalate complex issues to senior team members
• Maintain accurate records of all support requests and resolutions
• Assist with the maintenance and administration of IT systems and infrastructure
• Participate in the development and implementation of IT policies and procedures

SKILLS, EXPERIENCE & QUALIFICATIONSThe successful candidate will be able to demonstrate the following:Skills & experience

• Experience in an IT support role
• Knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts
• Strong understanding of document formatting
• A methodical approach to work with a strong focus on accuracy
• Excellent written and verbal communication skills, with experience liaising with senior internal stakeholders
• Enthusiasm, resilience, and a professional approach, with an excellent customer service ethic
• Self-starting approach, taking ownership of matters, tasks and projects and the ability to work under own initiative and motivation
• Comfortable sharing knowledge with other team members, upskilling and supporting other and more junior team members when necessary
• Commitment to being a collaborative team player and fostering an attitude that promotes comradery, creativity and innovation
• Ability to liaise with, persuade and influence colleagues and clients at all levels
• Ability to remain organised, prioritise and multi-task particularly when managing a large workload under pressure and to tight deadlines
• Ability to work confidentially, remaining discreet at all times
• Flexibility towards working out of regular hours at busy times