IT Service Desk Analyst

We are currently recruiting for an IT Service Desk Analyst for a law firm in Manchester.

 Key Responsibilities:

  • Support Desk Administration (to include Procedure Development)
  • IT Technical Support
  • Server, PC & Network
  • User Applications
  • Routine Computer Operations
  • Backup & Recovery Routines
  • Routine Software Installation
  • End User Security Administration

Duties will include, but not be limited to,

  • Following agreed procedures, receive and register requests for assistance from users in a pleasant and professional manner.
  • Ensure that all new starters (or users) are given access to the appropriate specified resources and that all leavers accesses are promptly removed and Human Resources notified accordingly.
  • Provides new users with demonstrations, routine advice and guidance on the features, operational requirements, integration and portability of systems, products and services supported.
  • Maintains accurate log entries of contact with resolution details and follow-up information.
  • By adherence to escalation procedures, promptly allocates unresolved issues as appropriate.
  • Maintains the log and advises users of actions taken.
  • Carries out routine monitoring, logging and reporting tasks, taking defined action on simple problems.
  • Reports unforeseen or exceptional events to the IT Support Services Manager.
  • Carries out and observes all associated administrative and clerical procedures.
  • Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools.
  • Documents results in accordance with agreed procedures.
  • Carries out routine operations, as agreed with IT Services manager, that control data processing, peripherals, and communications and networking equipment, including start-up, simple re-configuration, shutdown and normal re-start procedures.
  • Using standard procedures and tools, carry out defined backup of data, together with any required restoring of such data.
  • Provides an effective interface between users and service providers, including documenting problems and progress checking.
  • Following agreed procedures, responds to requests for assistance by providing information to enable callers to solve their problems.
  • Contributes, as required, to investigations of problems and faults concerning the installation of hardware and/or software.
  • Carries out routine configuration/installation and reconfiguration of hardware and software using supplied installation instructions and tools; follows agreed standards and all relevant instructions and procedures relating to malfunction, safety and security. To include routine upgrades as specified by IT Support Services Manager.
  • Liase with other IT Team members to ensure that procedures are developed and utilised to control the provision of resources to users.

For more information on this role, please contact [email protected]