IT Desktop Support Analyst
The role will involve but is not limited to the following:
Deliver 1st and 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, with business users to take ownership of problems through to resolution.
Effective and accurate escalation of issues to the appropriate teams in a timely fashion to alleviate the risk of breaching SLAs.
Work with other IT Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided.
Develop and maintain strong working relationships with key staff and managers in the business and personnel within IT.
Identify where knowledge can be shared with others in the team to improve the service provided to our customers and help develop the knowledge and skills of others in the IT team.
Ensure that assigned IT service incidents are managed effectively and repeated occurrences are flagged as potential Problems to identify root causes, thus reducing the number and severity of future incidents.
Arrange and assist external technical support as appropriate
Ensuring all contact with the Service Desk is logged in our ITSM tool (Sunrise Sostenuto)
Aim to fix 80% of tickets escalated from First Line
Aim to deliver all Service Requests resolve all Incidents within agreed SLA period
Creating and maintaining relevant articles in the Knowledge Base
Liaise with third line to understand why tickets have been escalated to third line, identifying knowledge transfer needs and access rights required
Support core hours are 08.00 – 17.30, Monday to Friday when required and the occasional weekend work. However a flexible working policy does apply and changes to hours may vary, so a flexible approach to hours of working is required.
Provide support at internal events as requested
Assist with desk moves as and when required
Skills and Experience Required
Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 170+ customers preferably in the Legal sector
Significant experience working in a demanding and time critical environment
Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’
Process driven, with the ability to focus on the end result/be a completer, finisher
Excellent written and communication skill
ITIL qualification Foundation
Microsoft Windows including: Office 365, Teams, Microsoft Office etc.
Mobile devices – configuring and troubleshooting
Sophos (or other Mobile Device Management solutions)
Encryption software - Sophos
Printing solutions (desktop and MFD)
Mimecast email management
PMS - Elite 3E
CMS - MatterSphere
DMS – iManage
Document Management tools
CRM - Interaction
Intune – software deployment tool
Sunrise – IT’s ITSM ticketing software tool