IT Support Analyst

This IT Support Analyst / 2nd Line Support Analyst / Senior Service Desk Analyst - Legal Sector role will provide second line and deskside support, on a shift rota basis covering 8am to 6pm, to all partners, fee-earners and business support colleagues.

The responsibilities for this IT Support Analyst / 2nd Line Support Analyst / Senior Service Desk Analyst - Legal Sector Include:

- Adding to the positive image of IT by always being the best possible representative of the IT department, always providing the highest level of professionalism even under pressure.
- Develop, build, and maintain an active knowledgebase of information, always seeking to shift knowledge left and deliver a smoother support process for the users.
- Maintaining the client facing meeting rooms to help the fee earners spent less time on IT and more time focusing on the client and their deliverables.
- Provide solutions to desktop, mobile and system problems, and issues, diagnose and solve hardware/software incidents/problems via the phone and deskside visits.
- Control and management of user hardware and consumables, maintaining stock levels and allocation of the correct equipment. Maintain and routinely validate the firms CMDB for asset assignments and warranty information.
- a minimum of three years’ previous experience of working in an IT support role within a legal IT Support role is essential;
- previous experience of assisting in office relocations;
- experience using Windows 10, Windows Server 2012/2016 including active directory and group policy management, Office 2016/Office 365, iManage, BigHand digital dictation, Interaction, Workshare, Intapp, Aderant/CMS, OyezForms, iPhones
- experience supporting and using Microsoft System Centre 2012 (SCCM);