IT Support Analyst
- Recruiter
- Law Support Limited
- Location
- London (City of), London (Greater)
- Salary
- Up to £35500
- Posted
- 15 Aug 2017
- Closes
- 12 Sep 2017
- Ref
- NH-ITSA-15.08.17
- Job Title
- Legal IT
- Practice Area
- Information Technology
- Contract Type
- Permanent
- Hours
- Full Time
An IT Support Analyst is urgently required to join a leading UK law firm based in St Pauls. The successful applicant will be part of the IT division, the group presents a busy and challenging environment therefore a hardworking, flexible individual is required to work on a shift basis.
You will be required to provide 1st /2nd line support for all technology service requests that come to the Help Desk via phone, email and in person. Primary duties include provision of support for applications, and troubleshooting general customer technology issues.
Further responsibilities include:
- Provide first level support to technology customers
- Answer questions, provide phone based advice and training, and troubleshoot problems especially MS Word and Worksite
- Analyse reported issues on desktop applications, providing answers and advice
- Escalate unresolved problems to system administrator(s) and desktop support where appropriate
- Follow up on escalated issues with the appropriate employee and the technology customer
- Enter incident tickets into the Help Desk system at the time of call
- Maintain call tickets on the Help Desk system; update the status of unresolved incident tickets; route call tickets to appropriate parties according to prevailing policies
- Monitor open call ticket
- Disseminate new information to customers and colleagues
- Monitor and action incoming email requests from technology customers.
- Learn new and updated applications
- Bring service issues and suggestions to the attention of the Help Desk Supervisor
- Call handling from a customer environment of around 250
- On the spot decisions while assisting customers on the phone
- Determine incident severity and customer’s level of urgency
- Investigate and provide resolutions to reported issues
- Issue communications to customers on behalf of the Help desk team
A knowledge of a number of the following is desirable:
- Good knowledge of Microsoft Office 2010, particularly Outlook
- Sound understanding of/and troubleshooting Windows 7 / 10
- A working knowledge Citrix
- Knowledge of legal applications, ideally, InterAction, Carpe Diem, Laserforms
- Experience of Multi Functional Devices including Blackberry, iPhone and iPad
- Experience of using Active Directory and software deployment packages such as Altiris or SCCM
- Experience of telephony and video conference systems
Candidates must be Please be aware the IT Support Analyst will be required to work 37 hours per week covering a shift pattern that commences at 8:00 and finishes at 20:00 (excluding one hour for lunch).