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IT Service Desk Analyst - 12 Month FTC

Employer
Ashurst
Location
Glasgow, Glasgow City
Salary
Competitive
Closing date
9 Apr 2024

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Job Details

About Ashurst

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. To find out more please visit www.ashurst.com.

Department/Role 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 and project support tasks as required .

Monday to Friday, 37.5 hours per week, 8 hours a day (including an hour for break). Working on a rotational shift pattern between the hours of 7am - 8pm. However you may be required to work such additional hours as are necessary to carry out your duties.

Main responsibilities

  •  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
  •  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

Daily tasks may include but are not restricted to:

  •  Day-to-day user support
  •  Management/support of remote working
  •  Management of user administration
  •  Mobile device support,
  •  New Joiner setups on AD and Hardware
  •  Support international offices with equivalent services
  •  Accurate ticket logging of all IT incidents and service requests whilst managing and owning individual ticket queue within the Firm's ITSM Tool

Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.

Essential skills and experience

  •  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 Microsoft Office & Outlook

Knowledge of the following:

  •  Microsoft Windows
  •  Office 365
  •  Microsoft Active Directory
  •  Microsoft Windows Server
  •  Document Management systems
  •  MS InTune
  •  Remote working solutions -.VPNs and mobile technology
  •  ITIL Practices
  •  ITSM Toolset
  • Highly motivated and willing to continually update knowledge and skill sets
  •  Flexibility: may occasionally be required to work evenings and weekends

Background checks

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.

Company

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. To find out more please visit  www.ashurst.com

Company info
Telephone
+44 20 7638 1111
Location
London Fruit & Wool Exchange
1 Duval Square
London
E1 6PW
United Kingdom

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