IT Service Desk Analyst

Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law.

In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.

Job Overview

This role will guide and advise staff on all aspects of the firm's IT services. You will provide a professional IT support service to the whole firm with end-to-end management of software and hardware incidents and service requests.

Tasks will be allocated on a defined roster with duties such as phone support, IT support via remote access, email support, floor walking and project support tasks as required.

Understand the IT requirements of the local business and act accordingly, to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.

Hours of Work

The working hours are 37.5 hours per week, to be worked on a rotating shift pattern each day from Monday to Friday, between the hours of 7am and 8pm

Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and services to its clients

Main responsibilities

Daily tasks may include but are not restricted to:

• Day-to-day user support and liaison with IT Service Desk in other Ashurst offices to resolve issues
• Management/support of pool and permanent laptops
• Management/support of remote working
• Management of user administration
• Mobile device support, including BlackBerry, iPhone or Android devices
• AV and VC overflow support
• Managing spare PCs, upgrades and replacements
• Setting up new joiner IT equipment
• Support international offices with equivalent services
• Configuration and asset management
• Knowledge management
• Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Service Management solution
• Point of contact for projects within the firm from inception through to "business as usual"
• Manage end user administration such as joiners, leavers

Essential Skills

• Previous experience in an IT support role
• Good analysis and troubleshooting skills of all IT incidents
• Excellent communication skills with strong customer service focus and good attention to detail
• Ability to perform well under pressure and use initiative
• Ability to identify business impacting incidents and escalate according to the escalation process
• Able to work effectively alone and within your team or project
• Work in accordance to ITIL processes and procedures
• Intermediate to advanced skills in Office 365

Knowledge of the following:

• Microsoft Windows 10
• Microsoft Active Directory
• Microsoft Windows Server
• File management system e.g iManage
• MDM solution (Blackberry UEM & Intune) o Collaboration Tools (MS Teams, Zoom) o InterAction or similar CRM software
• Bighand or similar digital dictation software
• Remote working solutions eg.VPNs and Citrix
• Building PCs and troubleshooting support issues
• Highly motivated and willing to continually update knowledge and skill sets
• Flexibility: may occasionally be required to work evenings and weekends