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IT Service Desk Analyst

Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Job Details

Job title: IT Service Desk Analyst

Based: Hybrid WFH / Llanmaes, St Fagans, Cardiff Office

Contract Type: Permanent, Full Time, Monday - Friday

The Firm

There is more to just providing legal advice and strategic guidance. We are here to help our clients seize new opportunities that stimulate growth. We put our hearts and energy into building meaningful, lasting relationships and are passionate about connecting people.

If you are looking for a challenging and fulfilling career in a supportive, inclusive and high performance work environment where everyone has the opportunity to realise their potential, Ince could be the firm for you.

As a global law firm, we recognise that everyone has a part to play in realising our vision. We aim to have a "One Firm; One Team" mind-set in everything we do, where everyone in the firm is treated with respect and equal value. We thrive on the challenges our work brings, but it's important to us that our people have time to make the most of life outside of work too.

IT Service Desk Analyst

Here at Ince we have an excellent opportunity for an ambitious and talented IT Service Desk Analyst to join our friendly and hard-working IT team during an interesting period of growth. This role will provide the right candidate with an opportunity to not only work on BAU tasks but also to work on some exciting upcoming projects. Ince is a dynamic and fast growing Law Firm that invests in technology and believes in promoting within wherever possible and will offer a great deal of progression to the right candidate.

Role Responsibilities
  • Part of a team providing 1st and 2nd line IT remote and onsite support to 700+ staff globally
  • Be the first point of contact for customers seeking technical assistance Via phone, email and face to face requests
  • Ensure all support requests are dealt with promptly and efficiently
  • Raising and managing tickets within the service desk toolset (Service Now)
  • Provide ad hoc on-site IT support at other sites as required
  • To undertake any work as required by a busy IT Support team

Essential Technical Experience

Confident troubleshooting of:
  • Printers
  • Mobile phones
  • Remote access issues * Windows 10, Office and Outlook 2013/2016
  • Video Conferencing systems and software
  • Active Directory, Exchange and Office 365 administration
  • Basic Networking Knowledge - Patching, TCP/IP, DHCP, DNS

Knowledge of the below systems is advantageous:
  • ServiceNow
  • Bighand
  • iManage
  • Skype for Business

Person Specification
  • This role will primarily cover the core hours between 8am -6.30pm on a shift rota (currently 8:00-4:30, 9:00-5:30 or 10.00-18.30)
  • Excellent customer service and interpersonal skills with the ability to communicate effectively over the phone and via email
  • Strong organisational skills with the ability to manage own workload and prioritise tasks
  • Has a passion for technology and a thirst for learning
  • Works well within a team, providing help where needed and treats others with respect
  • Experience within a legal environment is advantageous

  • Salary is competitive and you will be eligible for the firm's discretionary bonus scheme
  • 25 days annual leave including the opportunity to buy and sell holiday
  • Private Health Insurance
  • Life Assurance at 4x Salary
  • Income Protection Cover
  • Optical Care vouchers and many more benefits and discounts

We are an equal opportunities employer and ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

Appointment is subject to the appropriate basic disclosure/DBS checks, and satisfactory references.

This vacancy is open to direct applicants only, no agencies please.
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