Service Desk Support Analyst at International Law Firm: to £39,500

An award-winning Law Firm is looking to hire a new Service Desk Support Analyst to join the wider IT team of 40 on a permanent basis.  Responsibilities will include working in a customer driven demanding support desk environment supporting users throughout the law firm by providing telephone, remote access and deskside support, providing first and second level support for hardware and applications as part of the Global IT Service Desk, take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution. When necessary escalate to other technical teams, cconsistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes and procedures, ensuring continuity of incidents and requests by working with team members and the Senior Service Desk Analyst and Manager to identify appropriate levels of escalation where necessary, providing proficient system administration for the joiner, leaver and transfer process using knowledge of Active Directory, Exchange, Document Management System, Client Contact system, Digital Dictation and plus additional ad hoc systems, perform hands-on tasks e.g. installing, configuring and upgrading hardware and software; computer deployment, setting up Mitel telephones, and mobile phone devices etc.  Other duties include manage and complete shift responsibilities in adherence with our procedures, access and submit articles to our knowledge base to aid in incident resolution. Assist in the creation or maintenance of documentation, standards and procedures.  Candidates must have previous experience working within a law firm, must have extensive experience using Windows and Microsoft Office and it’s essential to have advanced written, oral, communication and analytical skills.  Standard hours are 8.00am – 4.30pm with additional on-call support on weekends.