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Stevens & Bolton LLP
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Guildford, Surrey
IT Support Analyst
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Job Type: Full-time |
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Overview
We are seeking an IT Support Analyst to join our IT department. The overall responsibilities of the role include; answering, logging and responding to IT support issues that are received over the phone or via email. In addition, you will be required to assist in resolving these issues over the phone, via remote desktop, through desk visits, or escalating them to other IT team members. It is expected that over time, as skills are transferred and you gain more experience of our environment, that you escalate fewer issues and resolve these at the initial phase. This is an internal client-facing role which requires a high-level of professionalism and good customer service, with a motivated approach to dealing with staff members. The IT department is constantly focused on improving customer service levels and response times through the development and maintenance of excellent working relationships with staff members. It will often fall to you to promote and encourage the adoption of new systems along with existing policies and procedures. Key responsibilities include: User Support To respond in a timely manner to emails or telephone support calls, and to ensure that the "client’s" level of expectation is established, communicated and satisfied. To properly log every call, and maintain call records in appropriate detail, using our helpdesk software. To deal with and resolve IT issues; over the phone, by remotely connecting to PCs, through desk visits, or by escalating appropriately to internal IT team members or to external support companies. To ensure that end-users comply with the firm’s IT policy and report any contraventions to the Head of IT. To act as liaison with external support companies when progressing calls while ensuring an effective, timely resolution is communicated internally. To develop and sustain good, professional working relationships with external support companies and their consultants. To provide regular feedback of operational and support experiences to the Head of IT, and offer recommendations as to how these might be revised or enhanced. To install all end-user hardware and software when required, and to help maintain a stable end-user environment. To manage the provisioning and allocation of mobile and remote solutions and to assist end-users in the use of these. To disseminate IT communications to end-users, and return their feedback and comments to the Head of IT (and the IT Team where appropriate). A dministration and housekeeping To always ensure that adequate documentation is always produced or made available. To help maintain the fixed asset register and software inventory for all IT assets. To produce weekly reports from the helpdesk system and discuss these, along with the week’s activities, at weekly IT department meetings. To contribute to the development and maintenance of all IT documentation and the knowledge base. What we are looking for: Degree and / or Microsoft (or similar) accredited training would be advantageous. Able to demonstrate practical helpdesk experience, preferably in professional services, having used call logging software. Experience of dealing with calls either by answering or escalating them, and prioritising own workload to meet user expectations. Proficient in supporting Microsoft Office, in a professional environment, and other popular software products (e.g. Adobe). Practical experience of setting up and trouble-shooting network PC and printers in networking environments. Experience of troubleshooting Windows desktop operating systems (e.g. user profiles on Windows XP). Knowledge of specialist legal software such as Interwoven, Workshare, BigHand, Laserform, etc. would be advantageous. To be professional at all times when dealing with users (i.e. remain calm, patient and polite). To prioritise and manage their own time, and be conscientious in regards to record keeping To deal efficiently and effectively with all support calls from members of staff with differing levels of competency, and escalating these when necessary. To effectively communicate ideas and enthuse others by building and maintaining good working relationships with staff members, the IT team and external support companies. A team player with a professional approach to his or her career. Excellent communication skills at all levels, should be customer focused, and able to prioritise / manage client expectations. Enthusiastic with a 'can do’ attitude and displays a willingness to learn. Calm under pressure and able to meet tight deadlines.