IT Service Desk Analyst

As a progressive technology team, Farrers IT have delivered a number of industry firsts. We lead on cloud based systems and mobility, delivering projects and managing systems which allow our staff to work regardless of their location. Technology is key to our business, so proactive and forward thinking IT staff are essential elements in our success. Scope

The Service Desk Analyst will provide an outstanding level of technical support to all internal staff. To ensure proper computer operation so that our internal customers can work efficiently and effectively. This includes receiving, prioritising, documenting, and actively resolving internal customer support incidents and requests. Resolution may be dealt with remotely or require that the analyst give in-person, hands-on help at the desktop level., * Being the 'face of IT' and responding to customer requests and issues in a timely and professional manner.

• Demonstrating an approach of reliability and ownership to instil confidence in internal customers.
• Call logging and remote support for all IT incidents and Service Requests.
• Ensuring all call details are accurately recorded in the IT Service Management System (Halo).
• Providing high quality technical support, resolving incidents quickly and efficiently.
• Review and update the contracts and supplier database, ensuring all information is up to date and accurate.
• Assist the team with software and hardware inventories and asset management.
• Preparation, basic repair, and replacement of computers (involves lifting), network patching.
• Maintaining accurate inventories of IT assets e.g., PCs, laptops, mobile devices other equipment.

Do you have experience in Windows?, * Good knowledge of all Microsoft Office applications and Microsoft Windows-based operating systems, ideally Windows 11 and Office 365

• Experience in supporting and/or managing one or more of the following would be advantageous:

• Active Directory/Azure/Entra
• Exchange 2016 and Exchange online
• NetDocuments document management system
• Digital dictation
• Apple iPhones and iPads
• Intapp Time
• Intune MDM
• Peppermint CRM
• MS Teams telephony
• FormEvo
• Windows Virtual Desktop

Role Specific Competencies:

• We aim to deliver outstanding service to our customers, so good problem-solving, customer service and interpersonal skills are essential.
• Ability to learn new skills quickly.
• A keen interest in IT and technology.
• Excellent attention to detail.
• Confident and enthusiastic with good communication skills.
• Diligent person who understands the importance of accurately logging all support tickets.
• Approachable, flexible, and friendly manner.
• Ability to work under pressure and deal with demanding and sometimes difficult customers.
• Excellent organisational skills with the ability to prioritise work.

• The IT Service Desk is available 24x7 with shifts from 8am to 8pm Monday to Friday on site and then remote cover via mobile (done on a rota basis) outside of these times. However, for the first 3 months while getting up to speed you will not be placed on the rota.
• Providing a flexible and adaptive service is essential. Rotation of the shifts amongst the team members is not strict but sustained "manning" of the IT Service Desk is essential. The IT Department operates well with committed, flexible people who are prepared to work in response to demand.
• Standard office hours are 09.30 to 17.30 Monday to Friday, but it is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand.
• Farrer & Co operates an agile working framework under which members of the firm are expected to spend at least 40% of their working hours in the office. This is a minimum expectation: individuals may elect or be asked or expected to work more frequently in the office, depending on circumstance.
• Farrer & Co is an equal opportunity employer which welcomes applications from candidates from all backgrounds. We look to employ the best candidates regardless of age, gender, race, ethnicity, social or economic background, religion, disability, sexual orientation, national origin, or any other protected characteristic.
• We are keen to ensure candidates have the best interview experience possible. If you require any adjustments during the interview or application process please let the recruitment team know.

Comments

Farrer & Co conducts a pre-employment screening which includes a Criminal History Background and Credit Check for successful candidates.

Farrer & Co is synonymous with the highest quality legal advice and service. We advise individuals, families, businesses, financial services, educational and not-for-profit organisations on every aspect of the law, wherever the need arises. From our offices in London we work with trusted professionals around the world to deliver a seamless international service. Our clients present us with complex and varied challenges. Whether that's a complicated family trust issue, a multinational corporate transaction, or an emerging threat to their reputation, they need clear thinkers who can advise on the best solutions, fast thinkers when speed is of the essence and agile thinkers who can produce a fresh approach to get the job done. That's why they choose us. Our clients value our in-depth knowledge, technical excellence and diversity of disciplines. But what really binds our long-standing relationships with them is our approach: pragmatic, plain speaking and always steadfast in our values, which we hold dear. Values which mean we gain our clients' trust, always strive to do the right thing, and aim for the best results for them. Superb client service sits at the heart of everything we do. We are modern lawyers with timeless values. The Team