IT Service Desk Analyst

South East England
08 Aug 2017
05 Sep 2017
Contract Type
About Ashurst:

Ashurst is a leading global law firm with a history spanning almost 200 years, and clear strategy for our future growth. Our in-depth understanding of our clients and commitment to providing exceptional standards f service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. To find out more please visit here

In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations

Business Area - IT Service Delivery

Role: IT Service Desk Analyst

Location: London

Reporting to: IT Deskside Team Leader

Hours of work -Monday to Friday, 35 hours per week, 8 hours a day (including an hour for lunch) The shift will be from 12.00 - 20.00. However you will be required to work such additional hours as are necessary to carry out your duties

Department/ Role Overview:

Provide a professional IT Support service to the whole firm. End to end management of all software and hardware incidents and service requests by providing remote, at desk, Audio Visual, desk phone, mobile device and floor walking support. Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.

Main responsibilities:

Provide 1st & 2nd level support of all incidents and service requests for all Ashurst IT systems/services
IT support via remote control, telephone support and "At desk" support
Provide floor walking support to the London office, log all incidents and requests that arise through floor walking
Support international offices with equivalent services
Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
Manage all end user administration such as joiners, leavers etc
Configuration and asset management
Knowledge management
Management/support of pool and permanent laptops
Management/support of remote working
Management of user administration
Blackberry support
Point of contact for projects within the firm from inception through to "business as usual"
Desktop phone support
AV and VC Overflow support

Essential skills and experience:

Excellent Customer service skills
Work in accordance to ITIL processes and procedures
Identify business impacting incidents and escalate according to the escalation process
Excellent attention to detail and in all written communication
Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines
Highly motivated, willing to continually update knowledge and skill set

Technical Skills:

Analysis and troubleshooting skills of all IT incidents
Microsoft Office XP/WIN7/ 2010 - Word, Excel, Outlook & PowerPoint
Worksite/FileSite or similar content management application
Interaction or similar client relationship management (CRM) application
Bighand 3 or similar digital dictation software
AD administration
K Vault Email archiving (KVS) or similar email archiving solutions
Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items

Knowledge of building PC's and troubleshooting support issues
Knowledge of configuring and troubleshooting support issues
Health and safety awareness in the working place
Service Desk PlusKnowledge of remote working solutions such as ADSL, Broadband, 3G and VPN's (virtual private network)

Desired skills and experience

Statistical analysis
Business writing skills
Previous systems experience
Advanced Microsoft office skills
Excellent word troubleshooting skills
Programming within Office
Knowledge gained in an intranet/extranet environment
Knowledge of audiovisual equipment

Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.