IT Service Desk Analyst - 12 Month FTC

At Ashurst Perkins Coie, we're helping shape the future economy. With a global team of more than 3,500 legal professionals across 52 offices, we partner with leading organisations to solve complex challenges across a diverse range of industries, with a distinct strength in technology, energy & infrastructure, and financial services. Our people work on market-leading matters that drive innovation, growth, and transformation around the world. For Ashurst Perkins Coie, innovation is our tradition.

What makes Ashurst Perkins Coie a great place to work?

• Flexible work options – part-time, working from home and additional leave
• Health and wellbeing benefits, gym membership, and discounted corporate health plans
• Career advancement – client secondment opportunities, global opportunities, and award-winning Learning & Development programs

The Opportunity:

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

Daily tasks may include but are not restricted to

• Day-to-day user support and liaison with IT Service Desk in other Ashurst Perkins Coie offices to resolve issues
• Management/support of pool and permanent laptops o 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

 More information can be found in the job description attached to the role on our careers site Careers | Ashurst Perkins Coie

About you:

The successful candidate will have:

• 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