Deskside Support Analyst

Deskside Support Analyst - 1st Line, 2nd Line, Law firm

Our leading law firm client are currently looking to take on a new Deskside Support Analyst (1st Line, 2nd Line, Law firm) on a temporary basis for 12 months. The firm are currently embarking on a technology investment and transformation and are now to be considered a premier firm among the legal sector. They have an extremely pleasant culture with an outgoing and collaborative IT team.

To be considered for this Deskside Support Analyst (1st Line, 2nd Line, Law firm) role, it's ideal that you have:

• Law firm experience preferred
• 1 years experience within IT Support
• Keen attitude and learning mindset
• Professional approach to customer service

Key responsibilities will include:

• Managing escalated IT incidents, problems and change requests on behalf of internal clients;
• Deliver a high quality, responsive support service with guidance at users’ desks;
• Manage and update incidents, problems and changes in the service desk system (ServiceNow);
• Research, diagnose and troubleshoot a wide range of hardware and software issues;
• Imaging and setup of new PCs hardware and installation of authorised desktop applications as part of the new joiner process, regular desk moves or BAU (Business as Usual) support;
• Assist the reception team with audio visual and Zoom room support in the client meeting space;
• Acting as a single point of contact, following up incidents on behalf of users and keeping them appraised of progress;
• Liaise with service desk, technical escalation teams and users, managing issues through to resolution;
• Prioritise and manage several open issues at one time; and
• Willingness to work flexibly in response to changing requirements.

The job holder will also work with other relevant internal and external resources available to them, to:

• Promote IT and provide a channel of communication between the IT department and the rest of the firm;
• Help develop and implement procedures for event management (new software, presentations etc), incident management (serious issues and outages), request fulfilment (laptops, chargers etc), and access management (joiners, leavers etc);
• Maintain Active Directory;
• Maintain remote access system;
• Help deliver and continuously improve an ITIL-aligned support capability;
• Setting up new joiners. Liaising with the IT Training team in terms of induction process and ensuring equipment is in place. This will also include preparing equipment, building Surface Pros and iPhones;
• Ensuring equipment for leavers has been retrieved from HR: and
• Alerting the Service Delivery Manager and IT teams to any regular calls (by person or config item).