HELPDESK ANALYST AND DESKTOP SUPPORT
HELPDESK ANALYST AND DESKTOP SUPPORT
My client, a commercial London law firm, are looking for a helpdesk and analyst support candidate to join their team.
This position will be a part of the IT Helpdesk Team who are responsible for providing the first and second line support for staff. Primarily responsible for logging, tracking and resolving incidents and service requests in addition to managing the all other help desk administration tasks/activities such as new starters/leavers, laptop loans, setting up mobile phones, etc.
The successful candidate will ideally have a passion for customer service, a friendly and helpful attitude and comfortable working in a fast-paced demanding environment. Also in addition to having good application trouble shooting and support skills.
Key Responsibilities and Duties include:
·Provide telephone and email support to in-house and remote staff for OS, application, network and hardware issues.
·Resolve problems by remote control or visiting in person if required.
·Escalate calls where necessary to either other IT dept. member or external support.
·Set up and maintenance of all user accounts on variety of platforms
·Keeping various internal databases up to date,
·Ensuring internal user site map is kept up to date.
·Assisting Helpdesk Supervisor & IT Manager with leased hardware management and ensuring records are up to date.
·Mobile Phone device setup and updates.
·Telephone console support.
·Maintenance of address books on scanners.
·Additional record keeping and documentation.
·Contractor liaison where appropriate.
·Checking in and out of IT deliveries (with support provided by Admin).
·Writing knowledge based articles
PCs and Laptops:
·New PC builds and rolling programme of upgrades.
·Installation of other new hardware.
·Enforcement of IT policies and procedures (eg. removal of rogue software).
·Installation of additional software subject to authorisation from supervisor.
·Software installs / upgrades.
·Audio Visual support for conference rooms as needed.
·Working outside of normal hours will be required as an out of hours IT service is offered to staff.
·Broad ranging ad-hoc tasks ranging from uploading seminar audio onto website to aiding Helpdesk Supervisor with development work.
Person Specification - experience and attributes required:
·Minimum 2 years Helpdesk experience preferably in a legal or professional services environment
·The flexibility to work outside normal office hours will be required due to an out of hours IT service being in operation
·Evidence of interest in, and commitment to, the success of the firm
·Excellent communication both written and verbal
·Confident individual with a proactive attitude
·Exceptional interpersonal skills, demonstrating professionalism in all dealings
·A self-starter, able to demonstrate high levels of initiative and motivation, but also work closely with other team members and displaying trust and loyalty
·Ability to manage assigned tasks in an assertive, efficient and timely manner
·Must be able to multi-task and keep calm under pressure
·Good team player
·Excellent attention to detail
·Proven ability to provide a customer focused service
·Excellent, proven organisational skills
It is Career Legal’s policy, as a matter of courtesy to respond to all applications within three working days. However because of the volume of applications, we are sometimes unable to respond to individual candidates. If we have not contacted you within three working days your application has been unsuccessful and your details have not been retained. Please apply for any other position that you may see in the future. Career Legal is a Recruitment Agency and is advertising this permanent vacancy on behalf of one of its Clients. Thank you