IT Service Desk Analyst

Job Description

The roleAs an IT Service Desk Analyst, you will be based at one of our Managed IT Service sites (top 100 legal firm) and beresponsible for supporting and troubleshooting all aspects of thefirms desktop and application environment. The end user experience in usingthe IT Systems is of paramount importance, and as a result, it is essential that incidents and known problems are fully investigated and either resolved or explained in a timely fashion. You will also have the opportunity to be exposed to the infrastructureenvironment.Your responsibilities as an IT Service Desk Analyst will be:

• To respond to day-to-day queries related to system issues, performance, user requests/queries, web and email services via telephone, email and the ITSM Ticketing Platform
• Maintain support tickets correctly and keep the client updated with progress every day
• Install and support hardware components including laptops, monitors and mobile devices
• Manage workstations and laptops via SCCM and other remote connectivity tools
• Work within an ITIL framework to address issues transparently to ensure operations SLAs are met.
• Develop existing customer relationships and build a rapport with stakeholders
• Be a Team Player and take responsibility for flagging high priority calls
• Document procedures/processes and contribute to the knowledgebase of the team
• Adhere to the clients established policies, procedures, standards and guidelines at all times, including Asset Management, Starters, Leavers, Changes, ISO27001 etc.
• Take responsibility for ensuring the clients Asset Management inventory is accurate and the starters, leavers, change process is followed
• Consult with onsite and offsite teams as required to resolve incidents and develop individual skillset
• Complete other duties as requested by your line manager

About you

• You will have previous experience within an IT role, supporting existing desktop/server infrastructures
• Experience and knowledge of Microsoft Office, desktop/laptop set-up, configuration and fault diagnosis, web and email security and antivirus software would be beneficial
• You will have a keen interest and enthusiasm for technology
• Provide exceptional customer service - we pride ourselves on delivering first class service to our internal and external customers and creating raving fans
• Excellent communication skills; both written and verbal
• Ability to demonstrate a high level of accuracy and attention to detail

It would also be beneficial to have experience of the below but it is not an essential requirement;

• Legal Business ApplicationsDocument Management Systems, Finance Systems, Time Recording, Case Management and Digital Dictation etc.
• Exchange 2016
• Windows Server
• Microsoft SCCM/Intune
• Mobility Software - MDM, iOS
• Basic Active Directory Administration
• Citrix XenApp and XenDesktop
• Microsoft Remote Desktop Services
• Corporate wireless systems
• And ideally with either a Microsoft MCP (Windows Server 2012 and above), MCITP or another IT based certification. ITIL Certification is preferred but not essential.

Small print

• Operational hours: 08:0018:30 Monday to Friday.
• Shift patterns: 08.0016.15, 08301645, Core09.0017.15, 10.1518.30
• Occasional travel to other offices and overtime may be required to meet the demands of the business.
• A DBS clearance will also be required

Please note, we do offer flexibility to work from home for part of the week but there is a requirement to regularly work from the office in Central Bristol each week.About usWe are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.We are a Business Services Group made up eight divisions; Office Supplies, Managed IT, Managed Print Services, Smart Technologies, Technology, Interiors, Commercial Foundation and PPE, Facilities and Workwear.We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.We are #commercialbynature.BenefitsWe commit to ensuring all of our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:

• A basic salary of£27,000per annum
• Bonus scheme of up to 5% annual salary paid quarterly
• Hybrid working structure with the flexibility to work from home for part of the week
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced maternity and paternity pay package to support you and your growing family
• Life Insurance that offers a payment equivalent to four times your annual salary
• Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
• Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

Diversity & InclusionTogether, we are committed to attracting, including, inspiring and developing our teams no matter their background, belief or way of life.We embrace everyones unique perspectives and create a genuine belonging for all.Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation.Please visit our website for further information about us and to view our job applicant privacy notice.