IT Support Analyst Hybrid paying upto 40k Areas of focus and responsibilities -Perform technical support functions via phone, remote connection and desk side visits -Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved -Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution -Identify major support incidents and liaise with support teams, following the Major Incident process -Build and support laptops, desktops, printers and remote devices such as iPhones -Inform the Service Desk Manager of any escalating support issues in order that they may be resolved within reasonable time scales -Assist with user account management -Administer IT asset inventories, ensuring records are kept fully up to date -Produce and maintain technical documentation and articles for the knowledge base Essential requirements -Experience working in a Law firm/Proffesional environment -ITIL foundations certificate in Service Management -Technical knowledge of supporting Windows 10 Professional in a networked environment -Experience of working in a Microsoft Active Directory and Exchange environment -Detailed knowledge of the Microsoft Office 365 suite including installing, configuring and support within a network environment -Understanding of networking technologies (wired and wireless) -Knowledge of remote working technologies - Citrix and DUO 2 factor Administration -Mobile phone (iPhone) support and administration -PC and Laptop configuration -Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with PC hardware, Lenovo Laptops, HP Laser printers and Canon multifunction devices -Document Management System - iManage or similar -Professional Services specific applications - Laser forms, Elite and InterAction.