Location
Guildford, Surrey | United Kingdom
Job description
Guildford
£30 to £35k
To work for a leading professional services organisation with an excellent reputation for excellence in client care and as an employer. This job is office based, to be part of the Regional IT Support team - the role to provide on the ground support for the Guildford office, assist on the IT Helpdesk from Guildford, and manage all UK/Regional/Global starter and leaver accounts as well as deal with more complex escalation on the regional office.
- The IT Support Analyst will be required to work 35 hours per week with a various shift pattern covering 08:00 – 17:30 (excluding one hour for lunch).This role is office based
Responsibilities:
- Providing a professional and consistent level of telephone and desk-side support to the Guildford office, and other offices as required
- Assisting with providing support to the firm by telephone and remote control as required
- Ensuring all requests are accurately recorded and responded to within a timely manner
- Assist in the setup of any internal or external virtual meetings
- Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues
- Configuration, maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system
- Administration of all starters and leavers across the firm
- Promoting the use of IT to staff
- Liaising with Technical Support team, Incident and Problem Management Specialist and third-party maintenance suppliers
- Imaging and maintaining laptops
- Deployment and maintenance of mobile devices
- Administration of the telecoms systems
- Utilising and providing updates for the IT knowledge base
- Requirement to cover planned absences in UK offices
- Assisting with the creation and updating of documentation
- Provide cover of the Service Desk when required
- Other support related activities as required
- Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles
Skills/Experience
- Good knowledge of Microsoft applications, particularly Outlook and Teams
- ITIL certification
- Sound troubleshooting skills
- Good knowledge of Windows 10
- Experience of supporting Multi-Functional Devices and printers
- Experience of supporting mobile devices including iPhones
- Experience of using an Incident Management system
- Experience of Cisco Maintenance an advantage Person specification
- Ability to work independently and as part of a team
- Excellent customer service and communication skills
- Able to manage Stakeholder expectations
- Highly motivated and methodical with good problem-solving skills
- Able to work under pressure, prioritise workloads, identify business-critical issues and act upon them.
- Flexible approach to working, including a willingness to work out of hours.
- Providing a professional and consistent level of technology support to all staff
- Responding to incoming incidents and requests as first point of contact reported via all mediums
- Provide face-to-face desk side support and be visible to the business
- Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
- Alerting Managers to reoccurring incidents and potential issues Competencies
- Working together
- Inclusive
- Driving high standards
- Client - centric
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Job tags
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