Service Desk Analyst

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Service Desk AnalystBristol (remote)£30,000 - £34,000 This is an excellent opportunity for an experienced Desktop / IT support engineer to join a global law firm with offices based here in Bristol. As part of the user support team working under the IT support team leader, you'll be the first point of contact for all business IT queries, responsible for the day-to-day support of the firm including troubleshooting, support and general improvements on services and processes in line with SLA's. You'll be expected to act as the 'second in command' on the service desk, and will need to be experienced enough to take on any additional managerial responsibilities in your line managers absence. If you are a support or service desk engineer with experience supporting 1st through 3rd line tickets, managerial or team lead experience, a passion for technology and legal or professional services experience then this could be the perfect role for you! Technical Requirements Active DirectoryHardware support (desktops, laptops, mobiles etc.)Windows 10ITIL FOUNDATION V3/4 CertificationMS Office 2010 /2013/2016- MOS certification or equivalent experienceDocument Management Systems (OpenText DM5 - Preferred)Mobile Device Management (MobileIron, MS Intune)Networking experience e.g. TCP/IP, WAN/LAN etc.Practice Management Systems (Aderant - Preferred)Contact Relationship Management system (Interaction - preferred)Dictation software (BigHand - Preferred)CitrixExchangeSCCMTime Recording Software (Aderant Expert Time - preferred but not essential)VOIP (Mitel - Preferred But Not Essential) Work based competencies Experience of working in a team-oriented, collaborative environment is essential. We are looking for someone with strong relationship skills who values team work both at an IT team level and local office environment level.Ability to effectively prioritise and execute tasks in a high-pressure environment.Experience of working in an ITIL environment.A thorough knowledge of service desk operational processes and call logging systems.Experience of working with Incident, Service Request, Major Incidents and Problem Management processes.Able to self-manage effectively together with great time keeping.Ability to deal with high pressured IT demands in a timely and efficient manner.Experience of working on a busy multitasking support environment in multiple locations. This role operates in a shift pattern, from 8am to 8pm on 37.5 hours a week rota. On occasion, as with typical service desk positions, there will be some need for 'out of hours' support and you will be on the rota for weekend support (as this is a global / 24hr business). Apply today for this fantastic opportunity!