It Deskside Support Analyst

Description:

We are recruiting an IT Deskside Support Analyst to join our IT department.

What this means for you

Joining Macfarlanes means being part of a collaborative, approachable team who want you to succeed. You’ll be encouraged to get involved and recognised for your contribution.

We take your development seriously. Our learning and development programmes are second to none and are designed to help you strengthen your skills.

Above all, you’ll be part of a firm where we all work together as part of a cohesive and supportive team, value your efforts and help you to thrive.

Department overview

The firm's IT function is transitioning from a traditional reactive model providing white-glove service to its user base to a more forward-looking function that embraces newer technologies to support the firm’s strategic goals and ambitions whilst retaining a service-focused culture. The job holder's role will likely develop over time in conjunction with these changes.

The firm has an IT department of approximately 53 staff and is responsible for the delivery of all aspects of the firm's information technology systems and services, including all phases of design, build implementation and operations. The team is split into 4 core technology teams, Service Delivery (including service desk and deskside support), End User Computing, Infrastructure and Applications & Development. We also have a Project Management Office which sits across the IT Department.

Working within an ITIL framework and reporting to the Service Desk Manager, Deskside Support Analysts are responsible for the processing and coordination of appropriate and timely responses to incident reports and other support requests, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

The service desk operates 24x7 and the service is provided by third party. The Deskside Support team work closely with the Service Desk provider and the internal IT teams to ensure a seamless support experience for our user base.

The role

The individual will be required to carry out a broad range of good quality work. Key duties will include:

• managing escalated IT incidents, problems and change requests on behalf of internal clients;
• deliver a high quality, responsive support service with guidance at users’ desks;
• manage and update incidents, problems and changes in the service desk system (ServiceNow);
• research, diagnose and troubleshoot a wide range of hardware and software issues;
• imaging and setup of new PCs hardware and installation of authorised desktop applications as part of the new joiner process, regular desk moves or BAU (Business as Usual) support;
• assist the reception team with audio visual and Zoom room support in the client meeting space;
• acting as a single point of contact, following up incidents on behalf of users and keeping them appraised of progress;
• liaise with service desk, technical escalation teams and users, managing issues through to resolution;
• prioritise and manage several open issues at one time; and
• willingness to work flexibly in response to changing requirements.

The job holder will also work with other relevant internal and external resources available to them, to:

• promote IT and provide a channel of communication between the IT department and the rest of the firm;
• help develop and implement procedures for event management (new software, presentations etc), incident management (serious issues and outages), request fulfilment (laptops, chargers etc), and access management (joiners, leavers etc);
• maintain Active Directory;
• maintain remote access system;
• help deliver and continuously improve an ITIL-aligned support capability;
• setting up new joiners. Liaising with the IT Training team in terms of induction process and ensuring equipment is in place. This will also include preparing equipment, building Surface Pros and iPhones;
• ensuring equipment for leavers has been retrieved from HR: and
• alerting the Service Delivery Manager and IT teams to any regular calls (by person or config item).