London Desktop Support Role - Greater London, United Kingdom - DBI Staffing

    DBI Staffing
    DBI Staffing Greater London, United Kingdom

    3 weeks ago

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    Description

    Responsibilities:

    Provide first and second-level support and troubleshooting for the following:

    • Windows 10
    • Remote access (Citrix, VPN)
    • PC, laptop, printing, and network hardware
    • Mobile devices (smartphones and tablets)
    • Applications (MS Office, Outlook, Lotus Notes, DeskSite)
    • Audio/Visual technology (LifeSize, Cisco, Polycomm)
    • Manage and respond to requests (incidents or service) submitted in Information Technology Service Management System; ServiceNow
    • Coordinate issues with or redirect issues to appropriate departments
    • Coordinate support between vendors and users
    • Perform manual software installation
    • One-off software
    • Personal Laptops
    • Mobile devices (smartphones and tablets)
    • Install, administer and maintain software on Multi-Function Devices, laptops, desktops, printers, telephones, and other firm-related technology assets
    • Perform desk-side visits, direct in-person support on-premises, or via remote assistance as needed
    • Build desktops and laptops using standardized tools
    • Provide direct support of firm-issued applications on smartphones, tablets, and wireless access cards; responsibilities include:
    • New device setups and upgrades
    • Testing/evaluating of new devices
    • Traveling users plan/coverage verification
    • Issuing of loaner device for travel
    • Moving phone numbers across devices
    • Facilitate warranty exchanges for defective devices
    • Provide floor support and user assistance during firm-wide project roll-outs
    • Perform quality control checks for visiting attorneys and internal office moves
    • Provide backup support for local Discovery Services
    • Perform virus remediation in accordance with IS Security standards
    • Generate documentation for new processes (For example: new install procedures, Software usage instructions, tutorials for users)
    • Perform Ad-hoc one-on-one training requests
    • Participate in new software and hardware testing
    • Assist with daily Audio/Visual requests (teleconferences, audio conferences, and other Audio/Visual requests) as necessary

    Required Skills:

    • Bachelor's degree, preferably in Computer Science, and/or a minimum of three years experience in desktop systems and remote access support.
    • Advanced Troubleshooting skills in Windows Operating Systems and Applications including but not limited to current versions of:
    • Microsoft Outlook
    • DeskSite/iManage
    • Microsoft Office
    • Citrix Remote Access, VPN
    • Wireless Networking
    • Basic knowledge of the support of Mac operating systems and common applications
    • Experience working with wireless technologies such as iOS devices, Android Devices, Bluetooth and Cellular Wireless Access cards.
    • Ability to produce documentation for IS Support department.