Service Desk Analyst

 Job Description:

Service Desk Analyst

Our IT team is at the heart of our business, and we are empowered to always be on the lookout to identify and deliver innovative and creative solutions, focused on creating practical benefits that can make a difference to the firm. This is a role for someone who wants to be part of a professional services firm that's looking forward to a digital future with enthusiasm, and which wants to be ahead of the curve, not playing catch-up.

This role will contribute to the smooth running of the IT Service Desk Support team by providing IT service support across all jurisdictions, adhering to IT procedures and standards.

Key Responsibilities

  • Provide hardware and software support both locally and remotely for all our Jurisdictions and escalating appropriately
  • Be the first point of contact for all support or service calls on a daily or weekly basis
  • Complete daily operations and manage all calls in accordance to the service desk process and procedures
  • Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
  • Ensure that the Service Desk Manager is notified of any on-going faults and training related support calls across all jurisdictions
  • Liaise with the wider Support Team regarding outstanding Incidents and Service Request, and managing customer expectations
  • Provide good customer service at all times striving to exceed client and business expectations

Skills, Knowledge and Expertise

  • A minimum of 3-4 years' experience in a similar role
  • Experience in Microsoft Office 365 and Windows 10 based operating systems
  • A good understanding of PCs as well as mobile devices is a pre-requisite and any server/network experience would be a distinct advantage
  • Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application
  • Excellent personal skills the role involves engaging with our Ogier business users across all Jurisdictions and in a range of roles within the organisation
  • Commitment to on-going professional study and examinations is essential to succeed in the role
  Required Skills:

Running Mobile Devices Daily Operations Video Operating Systems Presentations Windows Software Customer Service Microsoft Office Business Training