IT Service Desk Analyst

Purpose of the Role

Reporting into the IT Service Delivery Manager who in turn reports into the Head of Technology. This is a multipurpose role which spans 1st and 2nd line support, with the opportunity to be involved in various projects, working with both the Infrastructure and Applications teams.

Key Responsibilities

• Ensure Service Requests and Incidents are responded to and logged in a timely, professional manner

• Resolve requests and escalate when necessary. Monitor status of outstanding calls and follow up where necessary. Ownership of issues and problems

• General troubleshooting and problem solving – providing 1st/2nd line support

• Ensure all support calls are answered within agreed service levels and ensure users are kept informed of progress

• Ensure sufficient information is collected and relayed to Helpdesk to enable the creation of a knowledge base articles for the IT Department

• Communicate effectively with team colleagues to ensure the best possible service is provided within the IT team as well as to the firm

• Perform daily system checks and weekly tasks as required

• Administer procurement, loan equipment, mobile fleet, meeting rooms setups and web conferencing facilities

• Account Administration including the New Starter and Leaver Process and basic IT Training

• Hardware configuration including Image Management, PC Builds and Printer management

• Administration of digital communication platforms

• Intranet Administration

• Required travel to Oxford and Cambridge offices

Capabilities

• Candidate should have a professional character and excellent customer facing skills

• Candidate should have in-depth knowledge of Desktop Operating Systems and Microsoft Office and M365 suite of applications

• Candidate should be professional and diligent in approach and attitude.

• To cover the Helpdesk support rota – shift basis between 8am and 6pm and work at weekends if required

• An integral part of this position will be to ensure an excellent customer service is delivered to the business through a methodical and professional approach

• Excellent telephone manner and PC desktop skills

• Commitment to high levels of Customer Service & satisfaction

• Good understanding of PC hardware & IT equipment

• High quality of work

• Ability to communicate at all levels across the firm

• You will be a good team player but also be able to manage your own individual workload

Skills

• Excellent communication skills, and ability to work with non-technical end-users and technical (IT) staff

• Ability to work within a team framework, as well as under own supervision

• Flexible working

Technical requirements of the role

Essential

• Active Directory administration

• Experience administering the M365 suite of applications and administrative functions

• Experience of working with a Service Desk environment

• Microsoft troubleshooting and problem-solving skills

• Experience of Legal Technologies including DMS

• Remote Working & Access Technologies (Citrix, VNC, LogMeIn and Team Viewer)

Desirable

• Prior experience working in a Partnership environment

• Experience supporting satellite offices

Technologies

• MS Windows O/S and Microsoft Office 365

• Digital dictation

• iManage Work10Active Directory

• Microsoft Entra

• Microsoft Exchange /Exchange Admin Centre

• InterAction CRM

• Citrix / VPN

• Case management systems

• Anti virus software

• Audio & Visual equipment setups for meetings

• Mimecast

• Mobiles & Tablets

• MDM Solutions

• SharePoint

Team Working

All staff should work towards developing positive working relationships with their colleagues and be prepared to help out whenever necessary. Be willing to adapt to change and be pro-active in offering suggestions/solutions to problems and/or queries. All staff are required to maintain a professional image at all times.

This description is provided as an outline of the overall role and is not meant to be exhaustive. This role will incorporate other duties and tasks as defined by the IT Service Delivery Manager and Head of Technology as appropriate and in line with the business requirements.

Recruitment Process

Early application is encouraged, as we may close the posting once we have received sufficient suitable response.

J A Kemp LLP is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.