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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 step up as a deputy for senior support roles.
The predicted salary is between 28800 - 48000 £ 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 tool, ServiceNow, as it's crucial for logging and managing support tickets. Understanding its functionalities will not only help you in your role but also impress us during the interview.
✨Tip Number 2
Brush up on your knowledge of MS Office 365 and Windows 10, as these are essential tools you'll be supporting. Being able to demonstrate your proficiency can set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of how you've resolved technical issues in the past. We value candidates who can think critically and provide effective solutions under pressure.
✨Tip Number 4
Network with current or former employees in similar roles to gain insights into our company culture and expectations. This can give you an edge in understanding what we look for in a candidate.
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 match the job description. Focus on your proficiency with MS Office 365, Windows 10, and any experience with Active Directory or mobile devices.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities mentioned in the job description. Explain how your previous experiences have prepared you for providing remote support and managing IT tickets effectively.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully resolved IT issues in the past. Highlight your ability to escalate problems appropriately and communicate updates to users.
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 for an IT support role.
How to prepare for a job interview at DGH Recruitment
✨Know Your Tech
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 Problem-Solving Skills
Be ready to share specific examples of how you've resolved IT issues in the past. Highlight your ability to log tickets accurately and provide updates, as this is crucial for the role.
✨Understand the Company Culture
Research the law firm and its values. Show that you understand their global presence and how your role as an IT Desktop Support Analyst fits into their operations. This will demonstrate your genuine interest in the position.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific support scenarios. Practice articulating your thought process and the steps you would take to resolve common IT issues, including when to escalate problems.
