IT Support Analyst Uxbridge, England
Job description
IBB Law is not your usual law firm. We work hard to understand our clients and deliver the best solutions to let them get on with what matters to them most – be that personally or in their businesses. We have one foot in the Thames Valley and the other in the thriving inward investment market of West London. Close to Heathrow, we are perfectly placed to support businesses, both regionally and across the UK. We are a modern law business that is proud of the people we work with – both our clients and our employees. We care about the communities we serve and take time to reach out to those in trouble through our community legal services. We provide expertise in commercial, property and private client law.
The provision of first- and second-line support to assist the Service Desk in resolving user issues, including desktop applications, laptops, smartphones, and server application support. Identifying repeat errors and where service improvements and/or technical improvements can be made. Liaison with users to ensure a consistent level of service for all users to resolve all support issues.
Key Responsibilities- To log and resolve tickets reported to the service desk.
- To liaise with 3rd party support organisations to resolve tickets if required.
- If necessary – escalate to the Senior Support Analyst and assist in resolving escalated tickets.
- Identify trends of ongoing issues across the firm. Work with the Senior Support
- Analyst to prepare a plan of action to reduce such re-occurrence.
- Prepare technical notes for the service desk in order to develop their skills and capabilities.
- To provide desk-side assistance to users when necessary.
- To ensure the Senior Systems Analyst and the Head of IT are immediately aware of high-priority calls that have been logged.
- To maintain and update the asset registers, booking systems, and call management systems as necessary.
- To ensure outstanding tickets are constantly reviewed, updated, and escalated.
- To assist with day to day moves and changes such as new starters and leavers account changes, desk moves etc.
- Creating and managing user accounts in various systems, including Active Directory and Office 365
- Managing the Firm’s fleet of smartphones and laptops via the Mobile Device Management system. Fixing or arranging the repair of broken smartphones or laptops.
- Assist with the diagnosis and repair of faulty equipment either directly or via 3rd party support companies.
- Assist with projects and the rollout of new technologies.
- To take on any other duties that would reasonably be expected of a Support Analyst
Qualifications
Essential:
- A minimum of 6 GCSE’s at Grade C or above
- A pass in at least 3 A-Levels
Desirable:
- A 2:2 or higher in an IT related degree
- Formal IT related training and qualifications
Skills and Experience
- Genuine interest in technology
- Previous experience in a similar role working within a professional services organisation is not essential but would be of benefit.
