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IT Service Desk Analyst

2 weeks ago

Guildford, United Kingdom Advantage Resourcing Full time

**IT Service Desk Analyst**

We are currently assisting a law firm in recruiting an IT Service Desk Analyst to support all their internal users/partners. As an IT Service Desk Analyst you will be required to offer a VIP service throughout and escalate issues when required.

**Role**

Working as part of a team of three to provide high quality support and assistance on all aspects of IT.
- Providing a professional and consistent level of telephone and desk-side support
- 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
- Set up of Video Conferences and AV equipment for both internal and external meetings
- Investigate and take ownership of AV issues. Liaise with the AV maintainers and ensure speedy resolution of AV issues.
- Perform daily checks on the multi-functional devices and printers.
- Configuration, Maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system
- Promoting the use of IT to staff
- Exchanging and moving desktop PCs and telephony equipment
- Liaising with Technical Support team and third party maintenance suppliers
- Imagining and maintaining HP desktop PCs and laptops
- Deployment and maintenance of Smartphone and Tablet devices
- Administration of the telecoms systems
- Utilising and providing updates for the IT knowledge base
- Assisting with the creation and updating of documentation
- Other Support related activities as required

**Technical Skills**
- ITIL aware
- Sound troubleshooting skills
- Good knowledge of windows 10 and Office 365
- Experience of supporting Multi-functional Devices and printers
- Experience of supporting AV and video conference systems
- Experience of supporting mobile devices including Blackberry, iPhone and iPad
- Experience of using an Incident Management system

**Person Specification**
- Ability to work independently and as part of a team
- Excellent customer service and communication skills
- Able to manage Stakeholder expectations
- Highly motivated and methodical with good problem solving skills.
- Able to work under pressure, prioritise workloads, identify business-critical issues and act upon them
- Experience of working in a professional services organisation, Law Firm is desirable
- Flexible approach to working, including a willingness to work out of hours.