IT Service Desk Analyst

Farrer & Co is renowned for its discretion, commitment, technical flair and pragmatic approach to providing solutions for our clients' complex affairs.

Our collaborative approach and "one firm" policy promotes a strong bond both between the different departments of the firm and between partners and staff; each and every person having played a part in putting Farrer & Co in the strong position it is in today.

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 Service Desk Analyst will provide an outstanding level of technical support to all internal staff. To ensure proper computer operation so that our internal customers can work efficiently and effectively. This includes receiving, prioritising, documenting, and actively resolving internal customer 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 and remote support for all 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
• Review and update the contracts and supplier database, ensuring all information is up to date and accurate.
• Assist the team with software and hardware inventories and asset management.
• Preparation, basic repair and replacement of computers (involves lifting), network patching
• Maintaining accurate inventories of IT assets eg PCs, laptops, mobile devices other equipment

• Good knowledge of all Microsoft Office applications and Microsoft Windows-based operating systems, ideally Windows 10 and Office 365
• Experience in supporting and/or managing one or more of the following would be advantageous:
  • Exchange 2010 and Exchange online
  • NetDocuments document management system
  • Digital dictation (BigHand)
  • Apple iPhones and iPads
  • Intune MDM
  • Active Directory
  • InterAction CRM
  • Mitel VoIP telephony
  • Microsoft Systems Centre Configuration Manager
  • IRIS Laserforms
  • Citrix XenApp 6.5

• We aim to deliver outstanding service to our customers, so good problem-solving, customer service and interpersonal skills are essential.
• Ability to learn new skills quickly
• A keen interest in IT and technology
• Excellent attention to detail
• Confident and enthusiastic with good communication skills
• Diligent person who understands the importance of accurately logging all support incidents
• Approachable, flexible and friendly manner
• Ability to work under pressure and deal with demanding and sometimes difficult customers
• Excellent organisational skills with the ability to prioritise work

The IT Service Desk is available 24x7 with shifts from 8am to 8pm Monday to Friday on site and then remote cover via mobile (done on a rota basis) outside of these times. However, for the first 3 months while getting up to speed you will not be placed on the rota.

Providing a flexible and adaptive service is essential. Rotation of the shifts amongst the team members is not strict, but sustained “manning” of the IT Service Desk is essential. The IT Team operates well with committed, flexible people who are prepared to work in response to demand.