Description
The Junior Deskside Support Analyst works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. Responsible for answering IT requests via phone, portal, live chat, or instant message and explaining solutions in technical and nontechnical terms.
Key Responsibilities
Desktop Support
Build and install PCs, telephone systems, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with our company standards.
Provide advice and guidance to colleagues regarding incidents.
Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.
Identify, log, and resolve technical problems with software applications or network systems.
Identify potential changes and system improvements to present to the wider team for consideration and implementation.
Ensure that work is carried out within agreed service levels and in accordance with company guidelines.
Create, maintain, and distribute reports of progress to senior leadership.
Infrastructure maintenance and responding to alerts.
Explain and document technical issues in a clear way to end users.
Use call logging system to accurately record service desk requests.
Support the Global team as and when required.
Meeting Support
Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability.
Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively.
Performance & Quality
Follow recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Skills, Knowledge and Expertise
Recent experience in a professional environment with at least 2 years experience in an IT support role for a large organisation, working on day-to-day and project tasks.
Experience using Intune, AWS workspace, Jira and Asset Management is critical to success in this role.
A passion for excellent standards with Service Delivery.
Excellent written and verbal communication skills, with a customer focused approach.
Able to work autonomously, prioritising your own workload to thrive under pressure and meet deadlines.
Able to demonstrate a high degree of flexibility including out of hours working.
Excellent organisational skills.
Able to manage sensitive and sometimes confidential information.
Self-motivation and able to take responsibility.
Able to demonstrate initiative and a proactive approach to daily tasks. You will be the single point of contact for all South African employees and so will need to be able to manage this independently.
Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?
We ask how tomorrow can be better than today.
We are passionate about solving our customer's challenges.
Our ideas break boundaries.
We value different perspectives and encourage dialogue.
We take ownership and celebrate together.
About Dye & Durham
Dye & Durham is a global leader in legal technology. The company's three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between. Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
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