Helpdesk Support Analyst

My client is looking for a Helpdesk Support Analyst to provide excellent customer service in the intake, escalation, follow-up and resolution of IS incidents reported to the global IS Helpdesk and troubleshooting reported incidents utilising the IS knowledgebase and other IS resources.

This is a part time role with the following hours:

Monday & Friday - 10:00am-5:30pm

Saturdays & Sunday - 8:00am-8:00pm


, Helpdesk support including resolving IT problems in a professional and efficient manner.
, Finding workarounds to problems that cannot be resolved immediately, solving all types of PC problems.
, Resolving the majority of issues remotely but equally prepared to visit users as needed.
, Hardware support duties such as configuring new PCs, setting up users and laptops, configuring and issuing pool laptops and mobile phones, keeping inventory of all hardware.
, Serve as an escalation point for issues raised among regional IS support teams, and IS management during non-business hours.
, Monitor and respond to new incidents reported to the regional IS, IS Helpdesk and global support queues during non-business hours.
, Creating, updating and resolving incidents in ticketing system.
, Setting up video conferencing when in office.
, Deliver clear troubleshooting steps in relation to Microsoft Office suite products.
, Troubleshoot problems with legal Word and Excel documents.
, Answer ‘how to' questions on all software used within the Firm or assist callers in finding answers to their questions.

, Support of travelling lawyers over the telephone.
, Supporting mobile (iOS) users.
, Assisting with office moves.
, At times, home visits to resolve IT issues may also be required.
, Ad-hoc project work as required.

Skills Required
, Knowledge of as many of the following products as possible: excellent MS Office 2016, iManage DeskSite, Intapp (time recording), Visio, ChangePro, Adobe Acrobat, Intune, Internet Explorer, iOS Remote Access (including VPN, Citrix, RSA).
, Previous Helpdesk 1st/2nd line support with excellent problem solving and trouble shooting skills.
, Audio/Video conferencing experience.
, Previous experience of supporting MS Office, preferably within a legal environment.
, Excellent written and verbal communication skills.
, Excellent attention to detail.
, Self-motivated and enthusiastic approach to work.
, A team player who is adaptable, flexible and able to represent the IT team in a professional and pro-active manner.
, Ability to work independently.

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