Job Description

Client

VANRATH is collaborating with a prestigious global law firm renowned for advising major organisations worldwide. They cater to some of the largest and most ambitious enterprises across various regions. Our client is seeking an IT Analyst to join their expanding IT team. This is an excellent opportunity to be part of a dynamic organisation at the forefront of the legal industry.

The role

Key responsibilities

• Deliver timely and positive support for hardware and software, both remotely and on-site, ensuring customer satisfaction.
• Act as the primary point of contact for all IT incidents, requests, and questions via ServiceNow, phone, email, IT portal, and in-person interactions.
• Handle tickets from the Belfast office professionally, gaining a clear understanding of customer incidents/requests and providing appropriate and timely support.
• Accurately record all incoming and outgoing tickets in the ServiceNow system upon receiving the information.
• Conduct troubleshooting using diagnostic techniques, asking relevant questions, and thoroughly documenting investigative actions and outcomes within the ticket before resolving or escalating it.
• Utilize ServiceNow knowledge articles, guidance, and workflows to determine the best solution for each customer issue.
• Stay updated on new and ongoing problems, as well as associated workarounds, to effectively address customer concerns.

The ideal person

• Strong educational background.
• Minimum of 1 year of experience working in a large professional services environment
• Previous active technical role in supporting multiple production environments.
• Up-to-date working knowledge of hardware, software, servers, networking, infrastructure, firewall configuration, and administrative technical and troubleshooting skills.
• Experience investigating and analyzing various technologies, including Windows 10, Worksite/Filesite 9.3 and above, Microsoft Office 365, Expert, Interaction, Symantec Enterprise Vault, CompareDocs, AirWatch, Intune, and BigHand.
• Familiarity with working in Azure/Hybrid environments.
• Knowledge of Windows 10, Surface Pro, screens, monitors, printers, and their functions
• Proficiency in providing application support for Microsoft Office, with strong skills in Outlook and Windows 10/365.
• Experience with Microsoft 365, OneDrive, SharePoint, and MS Teams.
• ITIL Foundation certification is advantageous, with a minimum expectation of understanding ITIL best practices and the ability to follow ITIL processes and procedures.

For further information on this vacancy, or any other positions in Belfast or wider Northern Ireland, please contact Alannah Conlon in the strictest confidence.

Vanrath