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London - £23k - £30k per annum + benefits Permanent Posted: Monday, 19 June 2017

IT Support Analyst - London - £23k-£30k - London - 1st and 2nd line

My client is a leader in the legal sector and they are looking for 2 IT Support Analysts to join their team through expansion

The primary responsibilities of this role are to:

Provide first and second line technical support for all incidents and service requests reported to the
Service Desk or assigned to the Service Desk queue. The role provides telephone and desk side support for local and non-local users, as part of the global service desk.

* Act as a single point of contact for incidents and service requests reported via telephone calls and
* Ensure that all incidents and service requests are logged and assigned correctly.
* Take ownership of incidents and service requests ensuring that they are responded to and resolved in a timely manner whilst escalating incidents/service requests that cannot be resolved to appropriate
teams and provide ongoing communications with users.
* Maintain a high degree of customer service for all service requests and adhere to all Service Desk
processes, procedures and policies.
* Provide applications support in MS Word, Excel, Outlook, Lotus Notes, mobile devices, iManage and all other Firm wide applications.
* Provide desktop hardware, printer, remote access and mobile device support.
* Provide AV and VC conference room support for internal/client meetings and events
* Assignment and escalation of incidents to third line support teams and vendors as appropriate, with a detailed handover of the incident or service request.
* Assist with building the User Support Knowledgebase by gathering information and publishing support documentation.
* Participate in all firm-wide IT initiatives

Skills and Competencies
* Strong customer service focus.
* Strong analytical and problem solving skills.
* Strong interpersonal and communication skills with excellent telephone manner and professional
* Ability to effectively document in detail, events pertaining to open issues.
* Ability to work well in a team as well as individually.
* Ability to handle a constantly changing flow of support calls and technical assistance; remain
productive during quiet times; be able to multitask effectively during busy times and remain
professional and patient during high pressure situations.
* Be self-motivated to on the job training and continuous personal development.
* Be able to be flexible with work hours and accommodate overtime at short notice. Weekend work will be required when necessary.
* Be able to work on a shift pattern alternating between the following times Monday to Friday 08:30 -16:30; 09:30-17:30; 11:00-19:00.

The following skills and competencies are desirable but not essential for the role:

* Experience of MCP, CompTIA A+, CompTIA Network + certification.
* Knowledge of Microsoft based operating systems with emphasis on Windows 7, Outlook, Word, Excel,
PowerPoint, Lotus Notes and document management systems such as iManage or PC Docs preferable.
* Knowledge of Lenovo hardware, iPads, iPhones, Androids, BlackBerry, Mobile Iron, HP helpful.
* Knowledge of Active Directory (reset password, unlock account).

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim/contract/temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.

London, UK
£23k - £30k per annum + benefits
JM Group
Duncan Shaw 
19/06/2017 18:57:53

About JM Group

With over 35 years’ experience in IT & Business Change recruitment, The JM Group are one the UK’s most established & well respected recruitment agencies. 
We are committed to recruiting high calibre professionals to some of the leading organisations across financial services, major corporates & consultancies.
Many of our clients have worked closely with us for over 10 years - a testament to our reputation of consistent delivery, priding ourselves on our personal approach to recruitment.
Based in London, we specialise in providing Permanent, Contract & Interim Services as well as Executive Search and Selection across a range of sectors including: IT, Business Change & Financial Services.

We strongly recommend that you should never provide your bank account details to an advertiser during the job application process. Should you receive a request of this nature please contact support giving the advertiser's name and job reference.

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