The Service Desk Analysts are responsible for the day-to-day operational coordination of the team, providing high-level support to customers. This highly visible role requires excellent communication, coordination, analytical, and problem-solving skills.
Key Responsibilities:
- Work as part of a wider team, focusing on achieving team KPIs by answering calls and resolving tickets.
- Log and update all queries within the ticket logging system for tracking and audit purposes.
- Facilitate repairs of faulty equipment.
- Set up IT equipment for boardroom meetings, video conferences, and external client meetings.
- Maintain compliance with IT policies and procedures.
- Ensure incidents are resolved within SLA guidelines.
- Manage and resolve all IT first/second line support issues for customers.
- Refer unresolved issues to third-line support teams.
- Receive and verify IT equipment per specifications and purchase orders.
- Manage IT stock, including logging service desk tickets before issuing stock and maintaining accurate records.
- Provide monthly reports on stock levels, exceptions, and asset counts.
- Report defective equipment to management in writing.
- Control and record all IT equipment movements.
- Capture and maintain data and voice master registers.
- Assist with reporting stolen devices to insurance brokers.
Qualifications:
- A relevant IT qualification (A+, N+, MCITP, or a combination thereof).
- Microsoft Office Specialist (MOS) Master 2010 Certified or Microsoft 365 Fundamentals Certification (MS-900).
- Microsoft Azure Fundamentals (AZ-900) is preferable.
- Minimum 2-3 years experience in a support environment.
- Highly customer service focused with excellent communication and negotiation skills.
- Experience working collaboratively to achieve success.
- Proficient with Microsoft Windows 10 & 11, Microsoft 0365, Microsoft Endpoint Manager admin center, Apple and Android products, and printing solutions.
- Familiar with Active Directory and Exchange, Mimecast email management, SCCM, iManage Work 10 DMS, Aderant Expert, CMS, Interaction, encryption software, and video conferencing tools.
- Intermediate networking experience.
- Strong oral and written communication skills, with the ability to influence and work confidently at all levels.
- Ability to seek and evaluate information from various sources.
- Continuous improvement mindset for operations and customer service.
- Highly motivated, results-oriented, and excellent organizational skills.
- Adaptable, positive, innovative, and conscientious with a professional attitude.
- Ability to handle intense pressure and meet deadlines.
- Knowledge of the legal industry and technology is an asset.
- Strong team player with a modern, innovative, and solutions-driven approach.
- Calm under pressure and detail-oriented in a fast-paced environment.
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