IT Desktop Support Analyst/IT Support Specialist

A fantastic opportunity has arisen for a 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.