IT Support Analyst
Hybrid paying upto 40k
Areas of focus and responsibilities
-Perform technical support functions via phone, remote connection and desk side visits
-Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved
-Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution
-Identify major support incidents and liaise with support teams, following the Major Incident process
-Build and support laptops, desktops, printers and remote devices such as iPhones
-Inform the Service Desk Manager of any escalating support issues in order that they may be resolved within reasonable time scales
-Assist with user account management
-Administer IT asset inventories, ensuring records are kept fully up to date
-Produce and maintain technical documentation and articles for the knowledge base
Essential requirements
-Experience working in a Law firm/Proffesional environment
-ITIL foundations certificate in Service Management
-Technical knowledge of supporting Windows 10 Professional in a networked environment
-Experience of working in a Microsoft Active Directory and Exchange environment
-Detailed knowledge of the Microsoft Office 365 suite including installing, configuring and support within a network environment
-Understanding of networking technologies (wired and wireless)
-Knowledge of remote working technologies – Citrix and DUO 2 factor Administration
-Mobile phone (iPhone) support and administration
-PC and Laptop configuration
-Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with PC hardware, Lenovo Laptops, HP Laser printers and Canon multifunction devices
-Document Management System – iManage or similar
-Professional Services specific applications – Laser forms, Elite and InterAction.
