Deskside Support Analyst

DGH Recruitment; Frankfurt; On-site; EUR 42,000 - 56,000; Full time

Job summary

DGH Recruitment is seeking a Deskside Support Analyst to provide essential support to our UK offices and our global business. You will deliver high quality support for our technology systems and hardware.

As the point of triage for escalated incidents, you will work with Senior Analysts to ensure timely resolutions, proactive ticketing, walk-ups and provisioning of laptops and iPhones, while delivering excellent customer service.

Qualifications

• Experience in IT support within a global professional services environment.
• Law firm experience or professional services background preferred.
• Degree in IT or relevant technical certifications advantageous.
• Commitment to continuous learning and knowledge sharing.
• Excellent communication skills, able to explain technical concepts to non-technical users.
• Strong customer service focus, delivering a high-quality user experience.
• Self-motivated and proactive with strong troubleshooting skills.
• Professional, courteous, empathetic approach and relationship-building with clients.

Responsibilities

• Provide flexible technical support by phone, email and in person.
• Triage escalated incidents with appropriate investigations and resolutions.
• Proactive ticket and problem management; handle walk-ups and provisioning of laptops & iPhones.
• Prioritize, diagnose and resolve tickets per documented procedures.
• Stock and stock room management.
• Fulfil Service Requests following documented processes and procedures.
• Take ownership of customer issues and drive them to resolution.
• Ensure high levels of customer service, technical expertise and productivity.
• Participate in delivery of projects, services and training.

Skills

IT support experience

Communication skills

Problem solving

Customer service

Degree in IT or certs

Education

Degree in IT or relevant certifications

Job description

As the public face of the Technology department, the Deskside Support Analyst will provide essential support to our UK offices and our global business. They will deliver high quality support for our technology systems and hardware.

You will act as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation have been included, collaborating with the Senior Analysts to ensure timely resolutions are implemented.

Proactive ticket and problem management are key responsibilities in addition to dealing with walk-ups and the provisioning of new laptops & iPhones.

• Deliver a flexible, high quality technical support by phone, email and in person
• Provision of an excellent standard of hardware and audio visual support to all users in our UK offices as part of a regional Deskside Support team.
• Prioritise, diagnose and resolve tickets according to agreed procedures
• Stock and stock room management
• Fulfil Service Requests following documented processes and procedures
• Take ownership of customer issues and follow problems through to resolution
• Ensure high levels of customer service, technical expertise, productivity, efficiency and quality
• Participate in the delivery of projects, services and training

Skills and experience required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Previous IT support experience within a global professional services environment, supporting IS applications, hardware and audio-visual technologies.
• Law firm experience preferred, or experience within a professional services organisation.
• Degree in IT and/or relevant technical certifications advantageous.
• Commitment to continuous learning and knowledge sharing.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users at all levels.
• Strong customer service focus, committed to delivering a high-quality user experience.
• Self-motivated and proactive, with strong troubleshooting and problem-solving skills and a determination to see issues through to resolution.
• Professional, courteous and empathetic approach, with the ability to build positive relationships with clients and colleagues.