IT Service Desk Technical Analyst (Tier 2)

  • Addleshaw Goddard
  • Oct 12, 2019
Full time Information Technology Telecommunications

Job Description

IT Service Desk Technical Analyst (Tier 2) - London

We are looking for someone to join our dynamic and capable Service Team, who can help us continue to deliver exceptional IT services to Addleshaw Goddard's internal customer base. The successful candidate will be instrumental in providing the highest level of customer service to our business, through the successful receipt, evaluation and resolution of requests for support and/or escalations, directly from our business customers.

This role will cover 40 hours per week, as part of a shift rotation, which is aligned to our businesses need for support. There may also be an opportunity to be part of an on call rota (which attracts additional remuneration), that provides support twenty four hours a day, seven days a week, three hundred and sixty five days a year (including UK and International Bank Holidays) to the business. There may also be a requirement to work from any of our offices (UK & International), from time to time and with reasonable notice, as required by service demands.

Examples of key duties

The responsibilities of the role are varied and include, however are not limited to, such things as:

Managing customer issues from point of contact through to resolution.
Taking responsibility for the timely resolution of issues, whether by providing fixes directly, or by ensuring suitable escalation takes place to relevant support teams.
Providing face to face, telephone and/or written communication support to customers and colleagues alike.
Providing local and remote support to our UK and International offices, along with supporting home workers also.
Receiving, evaluating and resolving direct and escalated Incidents (initiated either by a remote medium and/or walk up) in a timely manner, ensuring that incident logs and customers are kept fully up to date at all times.
Full use of Incident logging software (currently ServiceNow), to accurately record and track all activities related to Incident, Problem, Change and Request management.
Technical research, troubleshooting and resolution, for hardware and software related issues.
Involvement in the deployment of local and remote hardware, software and network infrastructure.
Partaking in Continual Service Improvement activities, by proactively and retrospectively identifying service improvement opportunities.
Involvement in project work on an ad-hoc basis, where this roles technical troubleshooting expertise can be leveraged and utilised.
Supporting the IT department achieve its goals and strategies.

Examples of key knowledge, skills and experience

We would expect candidates to be able to demonstrate the following, as a minimum:

A passion and proven track record for delivering exceptional customer service, to customers and colleagues alike.
Be able to converse with people from all levels within a business setting.
Demonstrated ability to work as both an individual and as part of a small close knit team.
2 to 5 years relevant role experience, in a professional IT service support environment.
Proven diagnostic/troubleshooting skills, in a desk side support type setting.
Experience of supporting Windows 7 and 10.
Experience of supporting Microsoft Office 2013, 2016 and Office 365.
iOS devices and management platforms (e.g. Blackberry UEM)
Proven ability to set-up, install and maintain desktops, laptops, tablets, mobiles and all associated peripherals.

The following would be advantageous and viewed favourably:

MCDST/MCP qualified.
ITIL v3 Foundation.
Experience of Document Management Systems (especially in a legal setting).
Exposure to the legal industry and/or experience of working in an international law firm.