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- Tasks: Provide remote and on-site IT support to colleagues globally.
- Company: Join a prestigious global law firm based in London.
- Benefits: Enjoy a permanent role with opportunities for growth and development.
- Why this job: Be part of a collaborative team making a real impact in tech support.
- Qualifications: Familiarity with MS Office 365, Windows 10, and basic networking is essential.
- Other info: Opportunity to deputise for senior staff and gain valuable experience.
The predicted salary is between 30000 - 42000 £ per year.
A fantastic opportunity has arisen for an IT Desktop Support Analyst/IT Support Specialist to join our London based global law firm on a permanent basis.
Responsibilities and Duties:
- Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise.
- The team will need to work together to ensure that where possible the support hotline always has coverage.
- All requests for support must be logged in our ITSM (ServiceNow) accurately whether they have been received by phone, email, text, chat, or in person.
- Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact.
- Provide regular updates to the requestor on their tickets regardless of progress made.
- Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.
- Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution.
- Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states escalate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support.
- Deputise for the senior IT Support Specialist/Lead during absences.
Qualifications & Experience:
- MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
- Windows 10
- Mobile Devices – iOS & Android
- Active Directory Users & Computers / Azure AD
- Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
Desirable:
- Microsoft Exchange Administration Centre
- Microsoft 365 Admin Centre
- iManage Work
IT Desktop Support Analyst employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Desktop Support Analyst
✨Tip Number 1
Familiarise yourself with the ITSM tools, especially ServiceNow, as this is crucial for logging and managing support tickets. Understanding how to navigate and utilise these systems will demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your knowledge of MS Office 365 Suite and Windows 10, as these are essential tools you'll be supporting. Being able to troubleshoot common issues in these applications will give you an edge during the interview.
✨Tip Number 3
Showcase your communication skills by preparing examples of how you've effectively resolved IT issues in the past. Highlighting your ability to provide updates and manage expectations will resonate well with the hiring team.
✨Tip Number 4
Research the company culture of the global law firm you're applying to. Understanding their values and how they operate can help you tailor your responses and show that you're a good fit for their team.
We think you need these skills to ace IT Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the IT Desktop Support Analyst role. Emphasise your proficiency in MS Office 365, Windows 10, and any experience with Active Directory or network basics.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your ability to provide excellent customer service. Mention specific examples of how you've successfully resolved technical issues in the past.
Highlight Relevant Certifications: If you have any certifications related to IT support, such as CompTIA A+ or Microsoft certifications, be sure to include them in your application. This can set you apart from other candidates.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at DGH Recruitment
✨Show Your Technical Skills
Make sure to brush up on your knowledge of MS Office 365, Windows 10, and mobile devices. Be prepared to discuss how you've used these tools in previous roles, as well as any troubleshooting experiences you've had.
✨Demonstrate Your Communication Skills
Since you'll be providing support remotely and in person, it's crucial to showcase your ability to communicate clearly. Practice explaining technical issues in simple terms, as you may need to assist colleagues who aren't tech-savvy.
✨Familiarise Yourself with ITSM Tools
Get to know ServiceNow or similar ITSM tools before the interview. Be ready to discuss how you would log tickets, categorise issues, and provide updates to users, as this is a key part of the role.
✨Prepare for Problem-Solving Scenarios
Think of examples where you've identified problems and worked towards solutions. Be ready to explain your thought process and how you would escalate issues when necessary, as this shows your analytical skills and teamwork.
