Service Desk Analyst, IT
The role
This is a fantastic opportunity for candidates with service desk experience to join a collaborative and supportive team. You will work with a team of five other service desk analysts and you will contribute to the delivery of quality IT service at Howard Kennedy. This is a first and second line role supporting over 500 users remotely and at desk side.
This is a permanent, hybrid position rotating on a shift pattern basis:
- 08.00 – 16.30
- 09.00 – 17.30
- 10.00 – 18.30
Role responsibility
- Answer and log service desk calls that are received via phone and email in a timely manner.
- Proactively monitor queues in Halo ITSM.
- Resolve IT incidents and requests in a timely manner providing regular updates to tickets and end users.
- Research resolution to issues, escalating within team as applicable.
- Maintain user accounts on various systems, including AD, Azure and Exchange.
- Maintain of the firm’s hardware, i.e., mobile devices, laptops, PC’s, monitors, etc.
- Manage processes such as new joiners, leavers, mobile management, laptop loans, asset management, etc.
- Set up conference/Meeting room and AV support.
- Resolve software problems – legal and bespoke.
- Documentation – knowledge base input.
- Customise Windows 11 build/autopilot .
- Undertake admin tasks such as deal room set ups, inventory checks and daily, weekly and monthly tasks.
- Participate in projects, testing and support (Upcoming project - Windows 11 rollout firm wide).
About you
About you
Ideally you will demonstrate;
- Experience of working in a professional services environment
- ITIL qualification (ITIL Service Delivery / ITIL Foundation) beneficial
- Experience with call logging software and 1st/2nd line support.
- Experience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficial.
- Advanced knowledge of PC hardware set-up and configuration (including printers and wireless devices).
- Understanding of the basic concepts of IP networking and ethernet cabling.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 11
- Analytical experience and troubleshooting
- Experience with Outlook within a network environment (permissions, calendar sharing, delegation etc.).
- Experience of providing support via remote control applications.
- A solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond.
- Ability to change priorities quickly, and the capacity to handle multiple tasks in a fast-paced, changing environment.
- The ability to work independently but also a strong dependable team player.
- An understanding of excellent client service and delivering the highest standards.
- Excellent communication both verbal and written
Benefits
- Competitive salary
- 25 days annual holiday
- Permanent Health Insurance
- Life Assurance
- Interest free Season Ticket Loan
- Private Healthcare
- Pension Scheme
- Staff Introductory Scheme
- Employee Assistance Programme
About us
With almost 200 lawyers in one location, we ensure our clients have the right team to help them get from where they are to where they want to be. We advise major corporates and institutions as well as entrepreneurial, ambitious enterprises which are often privately or family owned, or private equity backed. As well as our significant business law capability, we are one of only a few London-based law firms with a large private wealth offering. Our clients find our straightforward approach a compelling alternative to larger, less personal firms.
Whether you are an ambitious and talented individual wanting to hit the ground running from day one, or an established professional looking for a new opportunity, Howard Kennedy is the firm where you can really make it happen.
We have earned a strong reputation for our exceptional and uniquely talented people who between them deliver outstanding results for clients. In a firm of our size, our strong team dynamic creates a thriving culture of creativity and entrepreneurialism. Howard Kennedy is a pragmatic and non-hierarchical environment where success is shared, and you are proactively encouraged to thrive at your own pace.
Our distinctive culture is built on fairness and respect. Guided by the firm’s values of talk straight, think smart and be yourself, everyone in the firm holds equal value, and everyone plays their role in supporting, encouraging and inspiring colleagues to do their best work.
At the same time, we recognise and reward individualism, celebrating the diversity of our people and supporting them to grow their practice and drive their own career advancement.
As well as client work, there is opportunity to broaden your horizons at the firm with fulfilling pro bono and charity projects. We have a regular social calendar full of wellbeing activities, charitable and social events too.
