Service Desk

Role Purpose:

This position will perform specific IT assistance and remote troubleshooting for specific IT systems and services of the supported customers. Track issues within software ticketing and resolve or route calls/tickets as necessary whilst providing excellent customer service.

What will you do

• The Service Desk Engineer will support and manage the Customer’s Active Directory application and infrastructure system by providing.                                        
• Will provide a service to support the Customers Operating systems (e.g. Win 7&10) within the physical and virtual environments and will be in line with the manufacturer’s guidelines        
• Will provide support and will manage the Customer’s Microsoft Office applications            
• May support and manage the Customer’s Office 365.                                   
• Will provide support and will manage the Customer’s Microsoft Outlook, internet browser applications, printers & print system                    
• The Service Desk Engineer will be responsible for installing and deploying applications to the Customer’s infrastructure and users.                                  
• Will provide support and will manage the Customer’s folders and shared files (folder management)   
• Will provide support for the agile working within the Customer’s environment. (Citrix, VPN, MFA)
• Will provide support for the management of the Customer’s virtual private networks, mobile telephony service, mobile devices / Intune MDM, Oracle application (HR Portal)
• Will be responsible for the Customer's security
• Will provide support on CMS Document System - Imanage Filesite (all versions) both on local machines and backend                             
• Will provide support on external sharing services (SFTP, GoodSync, EXTRANET)                            
• Will provide support on all bespoke fee-earner applications                                   

What you need to own

• Basic hardware Knowledge (e.g. cable management, computer components, remote control assistance) (CCENT)
• BS/MS degree in Computer Science, Engineering or equivalent certified education
• Microsoft Office Suite skills, especially in World, Outlook and Excel
• Good knowledge of phone & online support and preventive maintenance
• Good communication skills and ability to integrate and work in a team
• Desire for continuous learning, an analytical mind and a positive attitude
• Results-orientation and focus on meeting deliverable timelines
• Fluency in English

What would be nice for you to know and have

• Provide support for Bespoke applications, Antiviruses, Points of Sale, Cash Registers and Video Conferencing Systems (among others)
• 3rd Part Management / Suppliers / Consumables knowledge in any of the tehnical areas (HP,Netapp,Citrix)
• Knowledge of configuration and support of Microsoft Windows Operating Systems  ( Windows 7 &10, Android, iOS)                      
• Certifications in any of the technology areas (MTA, MCSA, CompTia IT Fundamentals)
• Customer-oriented and problem-solving attitude                                                                    
• Certified in ITIL Fundation