Service Desk Analyst

2 weeks ago

London, United Kingdom Just IT Full time

Successful London law firm with a heritage spanning almost 300 years advising wealthy families, property investors, landed estates, entrepreneurs and family businesses. Today, much of their work has an international dimension as many internationally mobileclients turn to them to help structure and preserve their wealth or to advise them on their property investments and business activities in the UK.
Working with the wider IT team, the Desktop Support Analyst will cover 1st & 2nd line technical support of the firm's users, picking up calls escalated from the outsourced service desk or direct to the internal IT department.
The role will cover support for a wide range of hardware and software; including desktop PCs, laptops, mobile phones, tablets, telephones and conferencing systems.
The IT Support Analyst will assist the support team and work with external suppliers to ensure the efficient and effective use and performance of the firm's IT systems.
Summary of role
- Monitoring calls on the IT Service desk and responding to allocated calls; prioritising and following-up calls and ensuring that users are supported in a timely and effective manner.
- Taking ownership of tickets assigned and using your knowledge, experience and persistence to work through to a successful resolution of the issue.
- Supporting hardware including (but not limited to) PC's, laptops, tablets, mobile phones, printers, projectors 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 / systems used by the firm.
- Re-imaging and preparing PCs/laptops for new starters and supplying equipment to users as required.
- Assisting the Reception team with the use of AV & VC equipment in the meeting rooms.
- Running early morning checks on overnight processes; investigating and resolving any unexpected events.
- Maintaining and updating the IT equipment asset management register.
- Keeping the existing system documentation, procedures, knowledge-bases and user guides updated as required.
- Any other responsibilities reasonably assigned by the IT Infrastructure & Support Manager or IT Director.

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