Senior it support analyst

About the role: Our internal IT Support team plays an essential role within a fast paced and demanding environment, keeping the business running on a day-to-day basis. We are looking for an enthusiastic, communicative, and driven individual who will help deliver first, second and elements of third line IT support both face-to-face, via tickets and phone calls. Working within the IT Escalation team, this person will not only work on more technical/complex IT Support issues but also assist with IT projects, procurement, hardware and closely with other teams within the IT department. This is a very varied role and requires someone enthusiastic and willing to handle and own tasks to a high standard. Key responsibilities: Act as an escalation point for the internal IT Support team. To deliver IT support to a varied user base of over 800 users including fee earners and VIPs To help with new starter inductions, become an application super user and provide training to users To adhere to and assist in creation of IT processes and daily tasks. Work within a shift rotation (between 0700-1900 Mon-Fri) and provide out of hours support (24/7) on rotation Home office will be Romford with a rotation working at site and from home with occasional City visits Skills and experience: Excellent working knowledge of Windows 10, Office 365, and desktop/laptop imaging (Microsoft AutoPilot) Working experience of Active Directory / Azure Active Directory and Exchange Knowledge of MS SharePoint online Take initiatives and provide inputs for process improvements within the team to enhance efficiency. Basic network trouble shooting skills desirable Creating updating knowledge base articles technical documentation as required Positive can-do attitude and approach to working within an existing IT team, in a company that has a strong and friendly culture Knowledge of service management methodologies (ITIL), ITSM tools Processes Previous experience in a Technical Support Specialist role Technically capable, able to demonstrate excellent troubleshooting skills Desirable Skills Knowledge of Citrix, Windows Operating Systems, Microsoft 365 Knowledge of telephony/voice based systems Experience of working within a professional services environment Experience of accountancy applications and Worksite DMS Understanding of Information Security standards