OverviewIT User Support Specialist/IT Support Analyst

A fantastic opportunity has arisen for a IT User Support Specialist/IT Support Analyst to join our London based law firm on a permanent basis.

Responsibilities and Duties

Provide assistance by liaising with clients via email, telephone or in person as part of the London IT Service.

Ensure that all support requests are dealt with promptly and escalate unresolved issues to the London IT Manager or teams in London and New York.

Log all calls using Helpdesk Software (iSupport).

Escalate calls to the appropriate teams with the assistance of the IT User Support Coordinator.

Prioritise support requests and keep clients informed of the status of their query.

Provide direct hands-on IT support to users in a Microsoft Windows environment.

Troubleshoot a wide variety of hardware and software issues across the London office.

Assist with the planning, scheduling and execution of computer equipment installations, imaging, upgrades and effectively escalating user requests, problem trends and business needs where required.

May be asked by the London IT Manager to liaise with the Training Department in NY to provide training for new joiners on Microsoft Word, Excel and PowerPoint; Document Management and Telephone Systems.

May be asked to help plan and run training workshops designed to increase skills in specific areas of IT based on support call trends.

Help maintain and inventory stock, particularly loan hardware such as loan laptops and mobile devices.

Assist with the installation, maintenance and removal of computer hardware and software.

Knowledge, Skills and Experience

Prior experience at a US law firm is preferable.

At least 3 years'' experience providing direct support to customers, preferably in the legal environment.

At least 3 years'' experience in configuring, installing and maintaining PC operating systems and related devices.

At least 3 years'' experience in supporting handheld devices and associated software and devices.

Prior experience or exposure to Telecoms and Video Conferencing equipment is ideal.

Take responsibility for personal and team results, demonstrate integrity and ethical behaviour, support and respect for all.

Excellent communication skills.

Excellent knowledge of MS Office Systems and Data Management systems. Any other IT qualifications not essential but could be advantageous.

A+ Hardware and an awareness of/qualifications in the ITIL framework will be considered a good bonus.

Excellent communication (written/spoken English) skills.

Strong hardware/PC peripheral troubleshooting skills.

Experience of working in a Law firm IT Department is preferred.

The preferred candidate would have an excellent working knowledge of administering and supporting a Document Management system.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business

#J-18808-Ljbffr