IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Contract Type: Permanent
Location: Bristol
Salary: £23000 - £27000 per annum
Start Date: 2019-05-17 00:00:00
Reference: 043310244
Contact Name: Kirk Ryan
Contact Email:
Job Published: May 17, 2019 13:16

Job Description

The Firm:

Award winning central Bristol law firm who are modern and progressive in their approach have an exciting opening on the IT Help Desk. The firm operate internationally, and work in both the corporates and insurance areas. The firm have a very client focused approach the culture is friendly, approachable and passionate.

You will be working 9.30 am - 6 pm, 37.5 hours a week and receive a salary depending on experience + the following amazing benefits:

The company offer excellent benefits including 25 days holiday plus bank holidays, with the option to flex by either buying or selling holiday, interest free season ticket loan, group personal pension, income protection, discretionary bonuses, My Family Care, subsidised restaurant and coffee bar, enhanced family leave, special firm discounts, eye tests, bike racks, lockers and shower rooms as well as Ride2Work scheme.

They also offer childcare voucher scheme, and a gym membership discount options! Other outstanding wellness benefits include, private medical insurance, confidential employee assistance programme, health screenings, sports and clubs and yoga!

Key responsibilities will include:

Working in a customer driven demanding support desk environment supporting users throughout the law firm (internationally) by providing telephone, remote access and deskside support, providing first and second level support for hardware and applications as part of the Global IT Service Desk.

You will take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution. When necessary escalate to other technical teams with appropriate detail to describe the issue and investigations carried out, consistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes and procedures.

Always supporting and driving a customer care philosophy that ensures customer satisfaction, ensure continuity of incidents and requests by working with team members and the Senior Service Desk Analyst and Manager to identify appropriate levels of escalation where necessary, provide proficient system administration for the Joiner, Leaver and Transfer process using knowledge of Active Directory, Exchange, Document Management System, Client Contact system, Digital Dictation plus additional ad hoc systems, perform hands-on tasks e.g. installing, configuring and upgrading hardware and software; computer deployment, setting up Mitel telephones, and mobile phone devices etc., complete work tasks and projects as guided by the Senior Service Desk Analyst or Service Desk Manager, manage and complete shift responsibilities in adherence with procedures, access and submit articles to our knowledge base to aid in incident resolution.

You will assist in the creation or maintenance of documentation, standards and procedures, sustain skills that are appropriate for the role and for the business, assist the Infrastructure Team located in London with hands-on assistance with equipment located in the Server Room when necessary, provide support for client meeting rooms and the Audio Visual Equipment, be responsible for updating the Asset Register, the London Loan Pool booking equipment and Waste Disposal register.

The Ideal Candidate:

As the ideal candidate you will have previous experience working within a legal environment, the ability to deal with high pressured IT requirements in a timely and efficient manner, experience of working on a busy multitasking service desk supporting multiple locations, exceptional customer service and client facing skills, experience of working in an ITIL environment (ITIL Foundation certificate highly beneficial), legal sector experience, excellent written and oral communication skills, exceptional analytical and troubleshooting skills, keen attention to detail, highly pro-active in seeking out tasks to develop skills and experience.

Technical requirements: Windows 7/Windows 10 - MCDST certification or equivalent experience, MS Office 2010 /2013/2016- MOS certification or equivalent experience, Document Management Systems, Opentext DM5 and iManage, active Directory, Mobile Device Management (Windows phones and iPhones), Windows Phones/iPhone SE deployment, basic networking skills e.g. TCP/IP, patching etc, Contact Relationship Management system (InterAction), Practice Management Systems (Aderant Expert Time), Time Recording Software (Aderant), Digital Dictation (BigHand), Citrix, MS Exchange, LANDesk, IP Phone administration (Mitel).

This is an excellent opportunity to develop in a busy office environment. If interested please click apply to send your CV or call Kirk on 01179 226 500 if you have any questions.

We will endeavour to be in touch as soon as possible. If you are not successful on this occasion we will keep your CV on file and be in touch when other suitable positions become available