IT Service Desk Analyst

hace 2 días

Madrid, España Penningtons Manches A tiempo completo

Term:
Permanent

Working hours:
Full-time

Department:
IT

**Location**:
Birmingham / Madrid

Company background

Penningtons Manches Cooper is a leading UK and international law firm which provides high quality legal advice tailored to both businesses and individuals. We address the specific objectives of each client through our flair and technical expertise and offer a personal service founded on a strong team ethic.
Today, we have UK offices in the City of London, Basingstoke, Birmingham, Cambridge, Guildford, Oxford and Reading while our growing overseas network stretches from Asia to South America through our presence in Singapore, Piraeus, Paris, and Madrid. We have 140+ partners and over 850 people in total.
We have established a strong reputation in a variety of sectors, particularly technology, private wealth, shipping and real estate. Our lawyers are also recognised for their expertise in life sciences, education, retail, sports and entertainment and international trade.
Among our clients we count multi-national corporations, public companies, professional partnerships, banks and financial institutions as well as private individuals, owner managed businesses and start-ups. We are conscious that our culture and close working relationships are vital assets and we are determined to maintain these as we increase in size.
Our broad international focus is supported by well-established links with law firms throughout the world. Penningtons Manches Cooper is a member of Multilaw and the European Law Group, networks with representatives in over 100 countries, and many of our lawyers play leading roles in various international bodies.
We believe that our values (we care, stronger as one, curious and grounded, constructively challenging and proactively evolving) are core to our success.

The department

Summary of role
- Receiving, logging, triaging and correctly assigning/categorising all calls
- Escalation to the IT Support Supervisor any tickets that are close to their SLA or are not able to be resolved may require a problem to be raised or a complaint received from the customer about the level of service received
- To ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed
- Troubleshoot basic network issues
- To ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item
- Take ownership of all incidents raised on the Service Desk and follow up on the status of these on behalf of the customer and providing timely updates
- To maintain a high degree of customer service for all support queries, adhering to all service management principles
- Provide statistics for the weekly Service Desk report on call trends
- Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality
- Basic AD knowledge - creating user accounts, password reset, creating groups
- Liaise with 3rd party vendors, ensuring that they adhere to specified SLA’s and escalating where these are about to fail
- Project support and deployment as required
- Any other reasonable task as required by the IT Department
- ITIL V3 Foundation qualification (or willing to attend the course and sit exam) - essential
- MCP certification - desirable
- Customer service qualification or course sat - desirable

Essential and desirable criteria
- Ability to work remotely is essential.
- Excellent communication skills and telephone manner
- Excellent organisational and prioritisation skills
- 1 year previous IT Service Desk experience required
- Incident Management experience - managing incidents through to resolution with an appreciation of business impact and effective communication
- Basic user & security group AD administration
- Strong knowledge of Microsoft operating systems with emphasis on WIN 10 and Office 365 2010/2013
- Experience with using and troubleshooting Outlook 2016 within a corporate environment (permissions, calendar sharing, delegation)
- Experience of using and troubleshooting Filesite (Worksite) with a legal firm environment
- A self-motivated, pro-active individual who gains satisfaction from delivering customer focussed services

Equal opportunities statement

**Job Types**: Full-time, Permanent

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