Analyst, Deskside Support

It starts with our people, which is why we need Analyst, Deskside Support to join our team and support technology usage and adoption with excellent technical skills and a great customer services attitude.

Reporting to the EMEA Deskside Support Manager, the Analyst, Deskside Support role will provide pivotal support whilst working as part of the Deskside Support Team.

What’s in it for you? The chance to work within a dynamic client-focused, technology-driven team that is committed to delivering a gold standard service.

You’ll be responsible for: As the public face of the Technology department, the Deskside Support Analyst will provide essential support to our UK offices and our global business. They will deliver high quality support for our technology systems and hardware.

You will act as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation have been included, collaborating with the Senior Analysts to ensure timely resolutions are implemented.

Proactive ticket and problem management are key responsibilities in addition to dealing with walk-ups and the provisioning of new laptops & iPhones.

• Deliver a flexible, high quality technical support by phone, email and in person
• Provision of an excellent standard of hardware and audio visual support to all users in our UK offices as part of a regional Deskside Support team.
• Prioritise, diagnose and resolve tickets according to agreed procedures
• Stock and stock room management
• Fulfil Service Requests following documented processes and procedures
• Take ownership of customer issues and follow problems through to resolution
• Ensure high levels of customer service, technical expertise, productivity, efficiency and quality
• Participate in the delivery of projects, services and training
• Recommend changes to processes and technologies to improve support
• Interface with other IS function areas to assist in solutions and to improve service efficiency and effectiveness
• Keeps abreast of current and emerging technologies
• Demonstrate high levels of personal organization to ensure deadlines are met effectively
• Shares information and ideas in a timely, clear and productive manner with management, support team and other technical resources, * VMware Horizon
• Active Directory
• Intune
• WS1\AirWatch
• Basic TCP/IP troubleshooting
• Windows 10
• MS Office 2010 - 2016 / Office 365
• Teams, Zoom & WebEx
• iManage \ Work 10
• Remote assistance technology
• MFA systems & methods
• HighQ \ Data Sites

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Previous IT support experience within a global professional services environment, supporting IS applications, hardware and audio-visual technologies.
• Law firm experience preferred, or experience within a professional services organisation.

• Degree in IT and/or relevant technical certifications advantageous.

• Commitment to continuous learning and knowledge sharing.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users at all levels.
• Strong customer service focus, committed to delivering a high-quality user experience.
• Self-motivated and proactive, with strong troubleshooting and problem-solving skills and a determination to see issues through to resolution.
• Professional, courteous and empathetic approach, with the ability to build positive relationships with clients and colleagues.
• Able to work independently and collaboratively within a team environment.

• Comfortable working under pressure and managing multiple competing priorities.

• The role will require a degree of flexibility. The candidate should be familiar with the demands of a corporate IT environment and the demands of high availability for these systems..

Competencies

• Customer Focused
• Highly organized
• Strong Ability to Self-Prioritise
• Strong Communications Skills
• Strong Problem Solving Skills
• Teamwork

The successful candidate would ideally have a very good understanding of the software and hardware platforms in use: Hardware

• iPhones / iPads
• Surface Laptops and Surface Books
• Printers / Multi-function devices
• Polycom & Zoom telephony
• Cisco video conferencing endpoints
• VC - Crestron & Logitech panels, Logitech Swytch, Zoom, Audio Conferencing, SIP