IT User Support Analyst

Full Job Description

IT User Support Analyst/IT Desktop Support Engineer

A fantastic opportunity has arisen for a IT Support Analyst/IT Support Engineer Analyst to join our London based global law firm on a permanent basis.

Legal IT Support Analyst/IT Support Engineer

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;
• Replace above with – Will at times be asked by the Service Desk Manager to liaise with The Training Department in London and NY to provide training for new joiners on Microsoft Word, Excel and Powerpoint; Document Management and Telephone Systems;
• May 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;
• Experience in creating, running and coordinating training sessions for new hires as well as on various software and hardware functionality;
• Assist with the installation and maintenance and removal of computer hardware and software;
• Assist with the removal and set-up of computer hardware and software as part of office moves; and any other ad-hoc duties/projects as required by the Senior London IT Team.

lT Support Analyst/IT Support Engineer