Trainee IT Service Desk Analyst

Farrer & Co is an independent law firm, with a rich history. A centuries-long tradition of advising private families, individuals and charitable institutions is today complemented by our work with businesses and entrepreneurs, from asset managers and sports bodies to international media groups.

We look to be the market leader in our chosen areas of expertise, advising clients on the contentious and non-contentious legal, business and personal issues they face.

Our reputation and success is based on the goodwill of numerous close client relationships. We are trusted advisers, acting in our clients' long-term interests and paying careful attention to quality and personal service.

Our clients tell us they value us for our integrity, good judgement and professional excellence, as well as our broad perspective, practical solutions and value for money. They describe us as 'a likeable bunch' too.

As a progressive technology team, Farrers IT have delivered a number of industry firsts. We lead on cloud based systems and mobility, delivering projects and managing systems which allow our staff to work regardless of their location. Technology is key to our business, so proactive and forward thinking IT staff are essential elements in our success.

The Trainee Service Desk Analyst will provide an outstanding level of first line technical support to internal partners and staff. This includes receiving, prioritising, documenting, and actively resolving support incidents and requests. Resolution may be dealt with remotely or require that the analyst give in-person, hands-on help at the desktop level.

• Being the ‘face of IT’ and responding to customer requests and issues in a timely and professional manner

• Demonstrating an approach of reliability and ownership to instil confidence in internal customers

• Call logging, remote support and deskside support for 1st line IT incidents

• Ensuring all call details are accurately recorded in the IT Service Management System

• Providing high quality technical support, resolving incidents quickly and efficiently

• Preparation, basic repair and replacement of computers (involves lifting), network patching

• Maintaining inventories of PCs, laptops, network and other equipment

• Good knowledge of all Microsoft Office applications and Microsoft Windows-based operating systems, in particular Windows 7 and Office 2010.

• Experience in supporting one or more of the following would be advantageous but not essential:

  • Exchange 2010

  • NetDocuments document management system

  • Digital dictation (BigHand)

  • Apple iPhones and iPads

  • MobileIron MDM

  • Active Directory

  • McAfee AntiVirus Total Protection Suite

  • InterAction CRM

  • Mitel VoIP telephony

  • IRIS Laserforms

  • Aderant Expert 7.5

  • Citrix XenApp 6.5

     

• We aim to deliver outstanding service to our customers, so good problem-solving, customer service and interpersonal skills are essential.

• Diligent person who understands the importance of accurate incident logging

• Self-starter who is able to work and maintain high standards with minimal supervision

• Adaptable, flexible, open, friendly worker.

• Confident telephone manner with strong communication skills

• Ability to work under pressure and deal with demanding and sometimes difficult customers

• Highly flexible individual who can prioritise and manage multiple tasks

Standard office hours are 09.30 to 17.30 Monday to Friday but it is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand.