IT Service Desk Analyst

As IT Service Desk Analyst, you will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

You will be responsible for:

• Logging tickets in our ITSM platform
• Problem management
• Ensuring our assets are all correctly tracked using our asset management process
• Delivering key projects to our end users
• Assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams

Key responsibilities include:

• Be the first point of contact for users, logging and responding to incidents using our ITSM platform
• Providing excellent customer service to colleagues and users
• Responding to incidents ensuring they are resolved in a timely manner to meet defined service level targets
• Completing relevant and skilled investigations, before escalating to our 2nd line team
• Maintaining a high degree of customer service and adherence to ITIL service management principles
• Taking ownership of incidents and requests, and being proactive when dealing with customers
• Taking ownership of the Asset Management process for all devices across the firm
• Creating Knowledge Base articles for “quick fixes” and whenever new solutions are learned from support enquiries
• Onboarding new starters including conducting inductions and providing them with basic IT training
• Liaising with 3rd party suppliers and vendors
• Providing onsite and direct support to users in the other Mercer & Hole offices (London, Rickmansworth, and Milton Keynes)

Experience required:

• Knowledge of Microsoft client operating systems and applications
• Azure Active Directory administration (Users and Computers)
• Strong hardware diagnostics and fault-finding experience
• Basic Citrix Virtual Desktop administration
• Knowledge of Office 365 including Teams, OneDrive, Copilot, and SharePoint Online
• Basic understanding of LAN and WAN network topologies
• Basic understanding of Microsoft SQL Server
• FreshService or other ITSM Tool
• Knowledge of Computer Hardware and Peripherals
• Understanding of mobile devices (iPhones & Android)
• Detailed ticket logging abilities

Qualifications/education required:

• 3 years’ experience in a similar role
• GCSE level education
• Full driving license and use of own car with Business Insurance
• Experience working in a Professional Services organisation
• Experience with CCH Central/Audit Automation/Document Management
• Experience with Azure Virtual Desktop
• Excellent communication and documentation writing skills
• Ability to follow process and procedure correctly and accurately
• Good organisational skills with the ability to work on multiple time sensitive deliverables
• Team player
• Motivated individual who can work to deadlines and within set SLAs

Values and behaviours:

Our Values and behaviours are based on:

• Together: The firm with the family feel. Express gratitude. Smile. Be humble and confident. Have fun.
• Resilient: Change is imminent, and business is imperfect. Be open minded & agile. Assume positive intent and exercise the power of positive thinking. Each individual matters and will be heard and respected. Honesty, integrity, empathy and kindness are fundamental.
• Supportive: We support what is important to you and show kindness in our behaviour to each other. We encourage each other to realise our potential. We strive to be the best, innovate and always do exceptional work.

Mercer & Hole is committed to cultivating and preserving a culture of diversity, equity and inclusion (DEI). Our people are our most valuable asset. We bring our life experiences, knowledge, creativity, and talents together at Mercer & Hole making it a unique place to work where all can safely thrive.