Service Desk Analyst

1 month ago

Southampton, United Kingdom Blake Morgan LLP Full time

We require an IT Field Service Analyst within our Southampton office, with primary skills within the End-User Computer environment, to support a Firm of approximately 600 employees across 5 locations to cover all their IT needs.


This role will be to support the users on a Windows environment and provide support to the IT project teams in a variety of ways. You will share problem resolution and ideas for colleagues in your office with the support of a team of Field Service agents in each of our other offices, and contribute to a central knowledge base and best practice processes. The role reports to the IT Field Services Team Leader.

An eye for best practice, organisation and a passion for IT and client customer service is more important than specific technical specialism although you will need to demonstrate your experience in providing IT technical support.


Given the nature of the role we do require attendance in our Southampton office (Chandlers Ford) from Monday to Friday. Occasional travel to our other offices may be required on a project by project basis.


Typical Workload

o Responsibility of IT Service Desk tickets (Incidents, Problems, Service requests)

o Support for key business applications including email, telephone, web browsers, Microsoft OS and Citrix Desktop

o Technical/hardware support for laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers, Video Conferencing facilities

o Problem resolution, root cause analysis, and continuous improvements for long term solution

o IT Asset Management for starters and leavers

o User engagement to encourage best practice and effective use of all services and applications


Occasional Duties

o Evaluating and recommending products suitable for the business

o Participating in projects as an SME, trial user or technical support

o Liaising with suppliers for onsite support and strategic projects

o Working with the Field Services team to deliver larger projects


Skills / Experience Required

• Experience of working in a professional services environment

• Great customer interfacing skills, professional and personable with a 'can do' attitude and client service mentality

• Relevant technical experience in a distributed end-user environment, MS Windows, MS Office

• Technical/hardware support for desktop PCs, laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers

• Proven structured and analytical problem-solving ability

• Excellent communication skills – both written and verbal with a willingness to share information and learn from others are also essential.

• Full driving licence is beneficial but not required

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