Service Desk 2nd Line Analyst


Premium Job From Freshfields

Recruiter

Freshfields

Listed on

5th October 2021

Location

City Of Manchester

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

Role summary/purpose of jobThe IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices.Key responsibilities and deliverablesThe Second Line Support Analyst reports to the Service Desk Team Leaders. This role provides technical support to the IT Service Desk within the agreed Operational Level Agreements (OLAs)/Service Level Agreements (SLAs). The role proactively identifies and investigates potential problem issues based on call trends, then fixes or escalates them to the appropriate technical service teams to be resolved.Key responsibilities and deliverables for this role:Accountable for managing the second line support queue which involves prioritising and resolving calls promptlyResponsible for the day to day provision of second line supportActively manage customer expectations during the resolution of an incident ensuring they are communicated to frequentlyWorks to resolve issues at the cause before applying a temporary workaroundAccountable for creating and storing detailed knowledge articles following the resolution of incident available for the wider team to use.Responsible for escalating calls to the third line teams in accordance to the agreed OLAsWorks closely with the Problem Management team to assist with problem resolutionBuilds strong working relationships with colleagues, customers, line managers and other members of ITParticipates in deployment and implementation of IT Projects, to ease the business as usual delivery and improve customer experienceKey requirementsEssentialAbility to effectively apply technical and professional knowledge (assisting with evolving and continuously improving processes, contributing ideas, troubleshooting etc.)Effective management of self / time / resources (accuracy, planning, meeting deadlines, consistency, reliability, etc.)Proficient English language skillsAccredited ITIL certification (Foundation level) or equivalentDesirableLaw firm experienceWorking knowledge of ITIL/Service Management best practicePrevious involvement with Service Management initiativesDegree in Computer Science, related field or comparable knowledge/experience, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Office Specialist (MOS) or equivalent working experienceAccredited ITIL certification (Foundation level) or equivalentTechnicalEstablished track record of providing advanced technical support of desktop software, all desktop/laptop/mobile/peripheral hardware and connectivity issuesProven ability to troubleshoot previously unseen issues and determine how to resolveProven ability to create clear and comprehensive testing and technical documentationBroad technical experience that includes:Working knowledge of network and common server-side technologies such as Microsoft Azure, Intune, Exchange 2016 & Online, Group Policy, Microsoft Teams, Palo Alto Global Protect and iManage 10Computer Architecture - Windows 10, macOS and associated peripheralsExperience with Apple Mobile Device Management, JamF, Intune & macOSSoftware distribution platform experience - SCCM, JamF, IntuneMatter-centric Document Management Systems - Interwoven, Sharepoint, Docs OpenMicrosoft Office 2016 - Expert Level with experience troubleshooting application integration issuesDocument Authoring & Comparison Tools - Litera Product Suite (ChangePro, Forte etc.)Support experience of Litigation IT systems including document review/IE Integration troubleshooting and issues related to implementation of eDiscovery toolsInclusionFreshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

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