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1st Line Support / IT Helpdesk Analyst

  • Bristol, Avon
  • Salary not specified
  • 56 applications
  • Job type: Permanent, full-time
  • Date:
  • Reference: 24089679
  • Duration: Permanent
1st Line Support / IT Helpdesk Analyst

TLT is an award-winning, full service, commercial law firm which is named by The Financial Times as one of Europe's most innovative law firms. They have a forecast turnover of £48m, employ approximately 800 employees and have over 70 partners from 6 offices covering all three UK jurisdictions. TLT was ranked first of all the UK law firms in Legal Week's Client Satisfaction Report 2012, which surveyed the UK's largest companies including 89% of the FTSE 100. They are recognised as an 'energetic ambitious firm' with an 'open minded entrepreneurial culture' and have been named as a 'first class' employer by Best Companies Limited.

Position: IT Service Desk First Line Analyst
Location: One Redcliff St, Bristol, Somerset
Salary: £Competitive

ROLE:
As a 1st Line Support / IT Helpdesk Analyst your role will be to enter all phone calls, voicemails and emails into the IT Service Desk call logging software. You will Control and own all calls logged from initial assessment through to resolution whilst ensuring the customer is keep informed of the situation.

You will also provide shift cover on-site Monday to Friday on a rotational basis during the following hours: 07:30-16:30, 08:30-17:30, and 09:00-18:00.

RESPONSIBILITIES:
a) Asset tag all IT equipment delivered to the IT Service Desk. Ensure that IT equipment is stored in the appropriate storage areas. Build PC's and Laptops using appropriate procedures and software.
b) You will assist in supporting all: Desktop Computers, Laptop Customers, Blackberrys and Mobile Phones.
c) Support all Desktop software including: Microsoft Windows XP, Microsoft Office applications, iManage\Interwoven Document Management System, Practice Manager Financial System, Solcase Business Process Solutions, Desk Telephones (Avaya), Digital Dictation Hardware and Software, Printers\Copiers\Fax Machines\Scanners.
d) New user account creation, Active Directory administration, Exchange account administration.
e) Be flexible in covering shifts during sickness or holiday. Providing on site support in remote offices as required.
f) Escalating major incidents quickly and efficiently to the IT Service Desk Manager or to his nominated representative and Escalate to second line support if all first line support options have been exhausted.
g) Answering all telephone calls in a timely and professional manner and answering all customer queries regarding the capabilities of IT Services.
h) Provide out of standard business hours support on a rotational basis. For this an additional premium will be paid.

ESSENTIAL SKILLS / EXPERIENCE:
a) Experience of working in a 1st line support / Helpdesk role or similar.
b) Technical Experience.
c) Knowledge and demonstrable experience of supporting Microsoft Windows XP and Microsoft Office.
d) A willingness and ability to learn new IT applications.
e) Personal Skills, Strong organisational skills.
f) Excellent team work ethic, High level of attention to detail.
g) Commitment to excellent customer service and support.

DESIRABLE SKILLS / EXPERIENCE
a) Knowledge and experience of supporting any document management system would be an advantage.

You may have experience of the following: Systems Analyst, 1st Line Support, IT Helpdesk Analyst, 2nd Line, IT Support, Help Desk, Customer Services, Systems Engineer, Service Desk Analyst, Customer Support, IT Graduate, IT Service Desk First Line Analyst, Microsoft XP, Microsoft Office, Avaya, Digital Dictation, iManage, Interwoven, Desktop Support etc.

This vacancy is being advertised by Easy Web Recruitment, the UK's leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.
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