Responsibilities
- Day to day accountability for ensuring excellent service delivery firmwide.
- Acting as the first point of escalation of problems raised by the local team and customer related issues.
- Delivering end-to-end support in accordance with IT service management procedures.
- Deputise to the Senior IT Manager in his absence or during their non-working day.
- Working with the Senior IT Manager to act as a communication’s co-lead, responsible for service-related communications.
- Identifying improvement opportunities and work with line management to implement programs that enhance Service Desk operations, customer satisfaction, and overall usage of the firm's technology products and services.
- Monitoring queues, calls, and interactions of the Service Desk, and escalations to ensure that all interactions and escalations meet established criteria.
- Proactively learning and training other staff members on new products and services.
- Ensuring that IT asset inventories are maintained, and records are kept up to date.
- Undertake the production and maintenance of technical documentation and articles for the knowledge base.
- Collaborating and manage third-party support and service vendors to ensure that the applications stay operational.
- Performing technical L1 and L2 support functions via phone, remote connection, and deskside visits, as required.
- Other ad hoc tasks assigned
Skills and knowledge
- A minimum of three years of experience as IT Systems analyst.
- Experience in incident, request, major incident, and problem management.
- Experience working within an ITSM tool, with reporting and monitoring skills.
- Experience with leading small improvement projects/initiatives.
- Solid technical knowledge of Windows 10, Teams, Active Directory / Azure AD, Exchange, Intune and Microsoft Office 365 suite.
- Knowledge of remote working technologies.
- Technical knowledge and support of video conferencing systems.
- Configuration, and diagnostics of a laptop, mobile device or tablet - familiarity with Lenovo and apple ecosystem is advantageous.
- Experience with legal industry applications is preferred
