Job Description
A renowned IP firm in the heart of London are looking to recruit an IT Support Analyst to join their small, friendly IT team. Acting as the first point of contact on a busy service desk you will provide first and second line support on MS Office applications, PC hardware, meeting rooms equipment, MS Teams and their legal software such as DMS and InterAction.
Working as the first point of contact you will answer phone calls, emails and deal with in-person requests. You will log the issues on the firm's helpdesk ticketing system. You will determine the technical issue and gather relevant details and then troubleshoot the issue following procedures to resolve the cause/problem, prioritising depending on urgency. If you are unable to resolve, you will escalate complex problems to senior team members or third parties as required.
The role is working 4 days in the London office with one day from home but you will be required to visit their 6 other offices based in Manchester, Bristol, Guildford to provide support when required. You will work a 35 hour week covering the hours 8-6pm.
To apply, the successful candidate will have 18 months + experience working in a similar IT Support role within a professionals firm and have excellent listening and communication skills allowing you to deliver a great user experience. You will need a can do, proactive attitude and technically you need to have proven experience supporting MS Office/MS365 applications and working with a helpdesk ticketing system. Any exposure to legal applications such as document and practice management systems would be advantageous.