Service Desk Analyst

About Hempsons
Hempsons is a leading law firm specialising in health, social care, charities, and social enterprise. We are known for our sector expertise and commitment to high-quality client care and technical ability.

Our innovative approach and dedication to exceptional service help us build long-lasting client relationships. This enables us to understand our clients' businesses and provide tailored legal advice.

We are committed to creating a dynamic and supportive working environment where talented individuals can thrive. We seek outstanding people to join our team and contribute to our firm's growth and evolution.

The Role
The Service Desk Analysts are responsible for providing an exceptional customer experience and a professional, high quality service to both the firm's internal and external users.

This role will cover various shift patterns from 8am to 6pm Monday to Friday (excluding Bank Holidays), but flexibility may be required according to business needs. This is a Hybrid working role that requires the Service Desk analyst to attend the office at least 2 days a week. Additional days may be required in the office to support specific tasks and projects.

The Service Desk also provides an opt-in out of hours service, the successful candidate will be given the option to participate in the out of hours service after a successful probation period.

Please note that the job description is not exhaustive and may vary in line with changes in the team's objectives and firm's policy.

Candidate Profile
The Service Desk operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services. The Service Desk Analyst will be able to deliver support in an efficient, positive, helpful, and enthusiastic manner which will be critical to achieving success in the role.

Key Responsibilities

• 1st and 2nd line support, prioritising calls and working with other members of the team/department to overcome technical challenges and aim for a 1st time resolution
• Ensuring that each support call is dealt with promptly, efficiently, and professionally.
• Manage tickets using the Service Desk ITSM system ensuring timely resolution of problems
• Providing both onsite and remote technical support to the firm's internal users of computer applications & hardware and 3rd party suppliers/clients where required
• Have experience of supporting users remotely (RDP, Remote Assistance, TeamViewer).
• Owning incidents from inception to closure, ensuring that customers are regularly kept updated of progress on their issues
• Provide desk side support to users where necessary
• Supporting meeting room setups and understanding of relevant equipment
• Responsible for adding to and maintaining the internal Knowledge Base and sharing knowledge with colleagues

Experienced in providing support in commonly used systems and applications:

Microsoft Office Suite

Microsoft M365 Cloud Services

IaaS and SaaS environments

Public Cloud Services (Microsoft Azure)

Secure Email Services (MIMEcast & Egress)

Remote Access technology (VPN, MFA Technologies)

Mobile Device Management

Anti-virus technologies

Microsoft Windows Desktop and Server operating systems

Virtual desktop technology (Microsoft AVD)

Previous experience of supporting systems commonly found in Legal firms is desirable but not essential:

Time recording systems (InTapp, Carpe Diem, Aderant Time Recording)

Practise Management Systems (Aderant Expert)

Digital dictation products

Document and Case management Systems (Visual Files, iManage, NetDocuments)

Comparison & Meta data stripping Tools

PDF editing and bundle creation tools

Essential

• Excellent troubleshooting skills, with all-round knowledge of desktop hardware and laptops.
• Experience of all core M365 products including; Word, Excel, PowerPoint, SharePoint, Teams, Outlook
• An understanding of Cyber Security fundamentals
• Excellent communication skills and attention to detail
• Able to work under pressure and to tight deadlines,
• Ability to see tasks through to completion
• Ability to work well within a team

Desirable

• ITIL qualification.
• Experience of supporting products typically utilised in a legal firm.
• Familiar with automation technologies and/or commonly used scripting languages (PowerShell)
• Familiar with ISO27001 and Cyber Essentials Plus.
• A basic understanding of emerging AI technologies and their potential application in a business setting

Key Communication And Relationships

• Reports to the Service Desk Lead
• Works alongside the Service Desk team, Applications Support Analysts and Training team

What can we offer you?
Our benefits package is designed to enable all colleagues to thrive in an inclusive and supportive environment. These benefits include; holiday purchase scheme, private health insurance, life assurance & critical illness cover protection, season ticket loans, cycle-to-work scheme and much more.

Hempsons is an equal opportunities employer
We are committed to providing equal opportunities for all and to encouraging diversity through recruitment. Applications are welcome from all sections of the community and decisions to progress will be made with reference to entirely objective criteria only.