Service Desk Analyst

22000.00 - 25000.00 GBP Annual
09 Nov 2016
07 Dec 2016
Contract Type
Full Time
Desktop Support - 2nd Line

Key tasks
1. User support:
1.1. Provide 2nd line user support and assistance to all members of the firm, ensuring that all problems and requests are dealt with in a fast and efficient manner.
1.2. Liaise with and supervise the priorities of the IT support technicians
1.3. Liaise with the other members of the IT support team and escalate items as necessary
1.4. Provide 1st line technical support in times of high demand or due to staff absence or as directed by the IT Manager
2. Risk management:
2.1. Make every effort to ensure that the IT systems provide a reliable and un-interrupted service for the firm.
2.2. Undertake other administrative duties such as systems backup as assigned or due to staff unavailability.
2.3. Identify and report on any new areas of risk within IT to the IT Manager
3. Infrastructure:
3.1. Provide IT systems support and administration of the firms desktop computers environment, applications, servers and networks, ensuring continuity of the IT systems and related equipment.
3.2. In the event of major faults or planned system maintenance, to undertake necessary works outside of normal working hours.
3.3. Undertake any other administrative duties such as systems backup, and equipment / systems inspections , as assigned.
4. Projects:
4.1. Assist in projects being undertaken by other members of staff as directed by the IT Manager or Head of IT
5. Collaboration/People processes:
5.1. Play an active role within the current team.
5.2. Take responsibility for delegated work, ask for guidance in respect of matters which are unclear and report errors which need to be resolved.
6. Knowledge Management:
6.1. Ensure the accurate recording and re-use of knowledge in relation to IT systems.
6.2. Liaise with team members in relation to issues and solutions.
7. Learning and development:
7.1. Gain further understanding of the firm's IT systems and develop knowledge of other technologies related to the firm, both by self development and, where appropriate, by undertaking specialist IT courses.

Required skills, knowledge and experience
Detailed experience of working within the legal sector of IT and in supporting and maintaining legal applications.
In addition they must have the ability to::
??? Manage expectations effectively
??? Communicate effectively with other members of staff at all levels
??? Problem solve independently and with others
??? Work with and support colleagues in a collaborative manner
??? Undertake physical activities such as Desk and PC moves
??? Work shift patterns as required and be prepared to be flexible with early starts and late finishes if necessary.

Desktop Support - 2nd Line