IT Service Desk Specialist 6m Ftc to Perm - London, United Kingdom - Charles Russell Speechlys

Charles Russell Speechlys

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location

London

Category

Contract type

Fixed Term Contract

Salary

Competitive

Working hours

Full time

IT Service Desk Specialist 6m FTC to perm:

The IT Director has overall responsibility for the running of the IT Department and producing the IT strategy for the Firm.

The IT Group is divided into two sections which are Technical Support and Customer Support. The Customer Support section provides Service Desk support and IT training. The Technical Support section oversees and maintains the back-office structure, implements new technologies and acts as third-line support.

The Service Desk Specialist will report to the Service Desk Manager and be assisted and guided by the Service Desk Team Leader.

The Service Desk Specialist will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.

Roles and Responsibilities

Providing a professional and consistent level of technology support to all staff
Responding to incoming incidents and requests as first point of contact reported via all mediums
Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
Taking ownership of escalated tickets from the Analysts
Ensure that not only your individual ticket queue is updated and maintained, but also proactively review open tickets for other team members to guarantee a timely response
Escalating problems to the senior team members, Technical Operations and third party suppliers as necessary
Alerting Senior Service Desk Specialists, Problem Analyst and Managers to reoccurring incidents and potential issues
To provide facetoface support around the Firm
To have a professional approach and demeanour to assist with meetings and presentations for customers' and their clients
Working alongside Technical Operations to investigate and collate information for ongoing and complex IT issues where required
Deployment and support of smart phones
Exchanging/moving and rebuilding of PC's and laptops
Creation, amendment and deletion of customer accounts
Assisting with the team's administration duties
Administration of the telecoms systems
Maintenance and troubleshooting of multifunctional devices (MFD's) when the onsite technician is unavailable
Assisting with the setup and support with collaboration equipment when the onsite technician is unavailable
Utilising and updating the Knowledge Base
Assisting with the creation and updating of Service Desk documentation
Other support related activities as required
Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles

Qualifications and Experience

Experience of working on a busy and demanding Service Desk supporting a large international customer base within a Legal Practice
Knowledge of ITIL processes with ideally a foundation qualification
Knowledge of Document Management System's preferably Worksite/Filesite
Experience of using Active Directory
A good understanding of PC hardware and software setup and configuration
Experience of supporting and troubleshooting mobile devices
An understanding of SCCM and Intune

Person Specification

To have a positive and motivational attitude
Ability to think and work independently, and as part of a team and to take ownership of tasks
Ability to think on your feet and outside of the box
Excellent customer service and communication skills
Excellent analytical skills to troubleshoot indepth technical issues
Proactive team player
Ability to work under pressure and remain calm, prioritise workloads, identity business critical issues and act upon them
Excellent time management and organisational skills with the ability to meet deadlines
Flexible approach to working with the ability to handle the demands of a constantly changing workload
Flexible approach to working, including a willingness to work outside of core hours

Competencies