IT Helpdesk Analyst - Interim - Birmingham

Main Duties and Responsibilities:

• To provide technical telephone support to resolve IT desktop related enquiries and requests and provide computer support on software and hardware from usage through to configuration.
• To provide 1st line support on desktop applications such as Windows XP, Microsoft Office Suite 2003, Outlook 2003, Worksite Document Management, TotalSpeech Digital Dictation, Deltaview document comparison, Laserforms and other ad hoc applications that the firm uses.
• Assist and be involved in technical problem resolution.
• Ensure that all incidents are recorded into the computerised SupportWorks call logging database, providing full descriptive details of the computer user’s request, query or problem, ensuring that the computer user is updated on progress.
• Provide professional, courteous customer service by listening to the computer user; be responsive to the computer users needs, requirements and requests; ask the computer user appropriate questions and for feedback to gain a thorough understanding of what is required; understand the customer’s expectations, show computer users that they are valued by keeping them informed on progress.
• Ensure the Helpdesk function is operated at all times, with the objective of answering the Helpdesk phone within three rings, helpdesk email and answer machine messages are responded to within 30 minutes.
• Attempt a first time fix on all incidents received and if unable to close and resolve immediately, assign the incident promptly to 2nd line analysts in accordance with Helpdesk Guidelines.
• Be involved in reviews and redevelopment of the Helpdesk facility.
• Be aware of and abide by the Helpdesk Analyst Guidelines and policies at all times.
• Carry out such other tasks as defined by the Helpdesk Co-ordinator and IT Helpdesk Manager.
• Attend Helpdesk meetings as required.
• Maintain an up-to-date knowledge of software used in-house.
• Be involved in pilot groups for applications/hardware testing.
• Undertake project work as required.
Any other reasonable duties delegated by any Partner, Senior Manager of the firm or Departmental Administrator.

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