IT Support Analyst

The JM Group Ltd
United Kingdom
£30k - £32k pa + benefits
05 Oct 2017
05 Nov 2017
Contract Type
Full Time
IT Support Analyst

Salary: £30,000

Location: London

An international legal firm is looking for an IT Support Analyst to provide both the first and second line technical support for all incidents and service requests reported to the Service Desk. Ideal candidates will have experience working within professional services and will have a strong customer focus.

Key Responsibilities:

-Act as a single point of contact for incidents and service requests reported via telephone calls and emails.
-Take ownership of incidents and service requests ensuring that they are responded to and resolved in a timely manner whilst escalating incidents/service requests that cannot be resolved to appropriate teams and provide ongoing communications with users.
-Maintain a high degree of customer service for all service requests and adhere to all Service Desk processes, procedures and policies.
-Provide applications support in MS Word, Excel, Outlook, Lotus Notes, mobile devices, iManage and all other Firm wide applications.
-Assignment and escalation of incidents to third line support teams and vendors as appropriate, with a detailed handover of the incident or service request.
-Assist with building the User Support Knowledgebase by gathering information and publishing support documentation.

Key Skills and Qualifications:

-Strong analytical and problem solving skills.
-Strong interpersonal and communication skills with excellent telephone manner and professional demeanor.
-Ability to effectively document in detail, events pertaining to open issues.
-Ability to handle a constantly changing flow of support calls and technical assistance; remain productive during quiet times; be able to multitask effectively during busy times and remain professional and patient during high pressure situations.
-Be able to work on a shift patterns

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.
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