Desktop Support Analyst/2nd Line Support Analyst Full Time

Manchester, Lancashire
DGH Recruitment Ltd.

Desktop Support Analyst/2nd Line Support Analyst

A fantastic opportunity has arisen for a Desktop Support Analyst/2nd Line Support Analyst to join our Manchester based law firm on a permanent basis.

Desktop Support Analyst/2nd Line Support Analyst

Responsibilities and Duties:

* Provide assistance by liaising with clients via email, telephone or in person as part of the London IT Service;
* Ensure that all support requests are dealt with promptly and escalate unresolved issues to the London IT Manager or teams in London and New York;
* Log all calls using Helpdesk Software (iSupport);
* Escalate calls to the appropriate teams with the assistance of the IT User Support Coordinator;
* Must be able to prioritise support requests and keep clients informed of the status of their query;
* Provide direct hands on IT support to users in a Microsoft Windows environment;
* Troubleshoot a wide variety of Hardware and Software issues across the London office;
* Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business needs where required;
* Will at times be asked by the London IT Manager to liaise with The Training Department in NY to provide training for new joiners on Microsoft Word, Excel and PowerPoint; Document Management and Telephone Systems;
* Will at times be asked to help plan and run training workshops designed to increase skills in specific areas of IT based on support call trends;
* Help maintain and inventorise and look after all stock but particularly that of the loan Hardware, primarily the loan laptops and mobile devices;
* Assist with the installation and maintenance and removal of computer hardware and software;

Desktop Support Analyst/2nd Line Support Analyst

Knowledge, Sills and Experience:

* Prior experience at law firm is preferable;
* At least 3 years’ experience providing direct support to customers, preferably in the legal environment;
* At least 3 years’ experience in configuring, installing and maintaining PC operating systems and related devices;
* At least 3 years’ experience in supporting handheld devices and associated software and devices;
* Prior experience or exposure to Telecoms and Video Conferencing equipment is ideal;
* Take responsibility for personal and team results, demonstrate integrity and ethical behaviour, support and respect for all;
* Excellent communication skills;
* Excellent knowledge of MS Office Systems and Data Management systems. Any other IT qualifications not essential but could be advantageous;
* A+ Hardware and an awareness of/qualifications in the ITIL framework will be considered a good bonus;
* Excellent communication (written/spoken English) skills;
* Strong hardware/PC peripheral trouble-shooting skills;
* Experience of working in a Law firm IT Department is preferred;
* The preferred candidate would have an excellent working knowledge of administering and supporting a Document Management system;

Desktop Support Analyst/2nd Line Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business