IT Support Analyst

A fantastic opportunity has arisen for an IT Support Analyst to join our Cardiff based law firm on a permanent basis.

• For this role we are looking for an experienced IT Support Analyst who takes a customer first approach in all end user support interactions.
• They will share and support the vision for service excellence and willingly identify opportunities to develop this vision further.
• The IT Support Analyst will technically resolve incidents and fulfils service requests across all supported IT devices in accordance with agreed service levels.
• Where Technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests.
• They will provide and identify key issues and risks, escalating promptly to line management team, attend and actively participates in all daily stand up and team meetings and drives quality to the fore during all aspects of work.

• End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office telephony and Wi Fi
• Accessing and configuring Firmware/BIOS to set standards
• Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
• End point software suites - install/update/remediate (Microsoft Office - all supported versions)
• Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Platform
• End point Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee PGP, Bit locker)