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IT Support Analyst

3 months ago

Cheltenham, Gloucestershire, United Kingdom Precise Placements Full time

IT Support Analyst - ITIL, 2nd Line Support, Second Line, Microsoft Applications


Our leading law firm client are looking to recruit an IT Support Analyst (ITIL, 2nd Line Support, Second Line, Microsoft Applications) to provide high quality support and assistance on all aspects of IT, this role will include travel and support to otherUK offices (London and Guildford).


The firm have adopted a hybrid working approach, working on a 60/40 split of working in the office and working remotely.


The Team:


The IT Director has overall responsibility for the running of the Department and producing the IT strategy for the Firm.

The IT Support Analyst will report into the UK Regional IT Manager. The role is based in our Cheltenham office, however
there will be opportunities to provide telephone and remote support to all of our offices globally.

The key responsibilities for this IT Support Analyst (ITIL, 2nd Line Support, Second Line, Microsoft Applications) are:

  • Providing a professional and consistent level of telephone and desk-side support to the Cheltenham office, and other offices as required
  • Assisting with providing support to the firm by telephone and remote control as required
  • Ensuring all requests are accurately recorded and responded to within a timely manner
  • Assist in the setup of any internal or external virtual meetings
  • Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues
  • Configuration, maintenance and troubleshooting of multifunctional devices, printers and secure print/cost recovery system
  • Promoting the use of IT to staff
  • Liaising with Technical Support team and thirdparty maintenance suppliers
  • Imaging and maintaining laptops
  • Deployment and maintenance of mobile devices
  • Administration of the telecoms systems
  • Utilising and providing updates for the IT knowledge base
  • Requirement to cover planned absences in UK offices
  • Assisting with the creation and updating of documentation
  • Provide cover of the Service Desk when required
  • Other support related activities as required

Technical skills required for this IT Support Analyst (ITIL, 2nd Line Support, Second Line, Microsoft Applications) are:

  • ITIL aware
  • Sound troubleshooting skills
  • Good knowledge of Windows 10
  • Experience of supporting Multi-Functional Devices and printers
  • Experience of supporting mobile devices including iPhones
  • Experience of using an Incident Management system
  • Experience of Cisco Maintenance an advantage