Desktop Support Analyst

3 weeks ago


London, United Kingdom Edward Mann Group Full time

**Desktop Support Analyst**

**(Permanent, based in London with some working from home)**

**1st & 2nd line technical support** - picking up calls escalated from the service desk or direct to the internal IT department.

The role will cover support for a range of hardware and software, including desktop PCs, laptops, mobile phones, tablets, telephones and conference systems.

Assist the support team and work with external suppliers to ensure the efficient and effective use and performance of the firm’s IT systems.

**Responsibilities (but not limited to)**
- Monitoring calls on the IT Service desk and responding to allocated calls; prioritizing and following-up calls and ensuring that users are supported in a timely and effective manner.
- Ownership of tickets assigned and using your knowledge to work through to a successful resolution of the issue.
- Supporting hardware including (but not limited to) PC’s, laptops, tablets, mobile phones, printers etc.
- Supporting software including the Microsoft Office suite, Mimecast, Windows 10, Elite 3E, iManage DMS, InterAction, IntApp Open, Bighand, Adobe, Oyez Forms, DocX Tools and any other software packages.
- Preparing PCs/laptops for new starters and supplying equipment to users as required.
- Assisting team with the use of AV & VC equipment in the meeting rooms.
- Morning checks on overnight processes; investigating and resolving any unexpected events.
- Updating the IT equipment asset management register.

**SkillsandExperience**:
Troubleshooting; diagnosing and testing sometimes complex issues raised in relation to all hardware and software and escalating calls where necessary to third line or third party suppliers where appropriate.

**Person Specification**
- Analytical, structured and logical approach to problem solving, with excellent attention to detail.
- Effective communicator with good listening skills.
- Sound planning and time-management skills and the ability to prioritise effectively.
- Flexibility of approach when faced with multiple priorities and commitments.
- Proactive and highly organised and capable of managing conflicting priorities and deadlines. Able to balance a varied workload.
- Positive, customer service focussed attitude.

Please note this company offer a hybrid working model.
- Gigabit Group acts as an employment business for temporary positions and an employment agency for permanent positions._



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