Desktop Support Analyst

Precise Placements
Liverpool, UK
16 Sep 2019
02 Oct 2019
Contract Type
Full Time
Desktop Support Analyst - 1st Line, 2nd Line

Our global law firm client are currently in need of a new Desktop Support (1st Line, 2nd Line) to their new offices within Liverpool. The firm have made the decision to move their key IT positions to Liverpool, the environment is very similar to that of a start up, its very buzzy, there is an energy around the place as everyone forges their own roles. The exposure really is second to none.

The correct person for this Desktop Support (1st Line, 2nd Line)will have the following:
  • 1-3 years within a Service Desk position
  • ideally law firm experience


This role will be within our IT Services Team and will report to the Desktop Support Supervisor.

A Desktop Support Analyst is required to join a firm based in Liverpool. Providing support to 750+ UK user base, Supporting users with Microsoft Office 365 and various legal specific applications.. You will be working in a fast paced environment so you must be able to deal with pressure situations and work on your own initiative. The Desktop Support team is responsible for providing support (telephone based and face to face) and troubleshooting in a varied environment, managing applications including Microsoft Windows 10, Active Directory, Exchange, iManage DMS, Bighand and various bespoke software packages. The Desktop Support Analyst will provide troubleshooting services, as well as occasional project support.

Key Responsibilities/Below are some of the key areas that this person will manage and maintain:
  • First point of contact for all support of hardware and software problems
  • Logging of incidents, requests and problems.
  • End to end resolution of desktop support problems
  • Working with people at all levels of the firm to proactively ensure productivity and that issues are quickly and professionally resolved.
  • Monitoring open calls, ensuring resolutions and appropriate updates are carried out
  • Initial response and diagnosis of hardware issues
  • Ensure logging, tracking and updating of service management system via ITIL based processes.
  • Preparation of documentation and gathering of information to knowledge share with team
  • Suggest and develop ideas for improving service quality and customer satisfaction.

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