IT Support Analyst - ITIL, Microsoft Applications, 1st & 2nd Line Support
Our leading international law firm client are actively looking to recruit an IT Support Analyst (ITIL, Microsoft Applications, 1st & 2nd Line Support) on a permanent basis to provide high quality support and assistance on all aspects of IT.
While predominantly based in the firms Guildford office, this role will include travel and support to other UK offices (London and Cheltenham) and support and cover for the IT Service Desk.
The right IT Support Analyst will report into the UK Regional IT Manager. The role is based in the firms Guildford office, however there will be opportunities to provide telephone and remote support to all offices globally.
Roles and Responsibilities for this IT Support Analyst (ITIL, Microsoft Applications, 1st & 2nd Line Support):
- Providing a professional and consistent level of telephone and desk-side support to the Guildford office, and other offices as required
- Assisting with providing support to the firm by telephone and remote control as required
- Ensuring all requests are accurately recorded and responded to within a timely manner
- Assist in the setup of any internal or external virtual meetings
- Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues
- Configuration, maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system
- Administration of all starters and leavers across the firm
- Promoting the use of IT to staff
- Liaising with Technical Support team, Incident and Problem Management Specialist and third-party maintenance suppliers
- Imaging and maintaining laptops
- Deployment and maintenance of mobile devices
- Administration of the telecoms systems
- Utilising and providing updates for the IT knowledge base
- Requirement to cover planned absences in UK offices
- Assisting with the creation and updating of documentation
- Provide cover of the Service Desk when required
- Other support related activities as required
- Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles
Skills and experience required for this IT Support Analyst (ITIL, Microsoft Applications, 1st & 2nd Line Support):
- Good knowledge of Microsoft applications, particularly Outlook and Teams
- ITIL certification
- Sound troubleshooting skills
- Good knowledge of Windows 10
- Experience of supporting Multi-Functional Devices and printers
- Experience of supporting mobile devices including iPhones
- Experience of using an Incident Management system
- Experience of Cisco Maintenance an advantage