Deskside Support Specialist

Deskside Support Specialist
Leeds City Centre
Salary up to £37,000
My client, a modern , vibrant Law Firm in the centre of Leeds are recruiting an experienced Deskside Support Specialist to join their team.
You will provide general second level application support to end-users. This includes Deskside, face-to-face, and remote support, as well as informal and one-on-one training.
Main duties of the Deskside Support Specialist:
* Provide Deskside Support on various applications, including Windows 10, MS Office 2016 Suite, Worksite, Internet & Intranet, telephone, Unity Messaging, iPhone/Blackberry Work, Citrix, time recording, Teams, Zoom, Teamviewer, Big Hand and proprietary applications.
* Provide second level support on issues escalated from the IT Help Desk in the US, and other support teams in EME.
* Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems.
* Set up presentations, videoconferences and online-meetings on conference room floors and meeting rooms.
* Provide new joiner training as needed and/or when time permits.
* Maintain required recordkeeping, including logging issues into the help desk database, and anything else as directed.
* Report unusual, alarming, or recurring problems to the appropriate team of Analysts, Programmers, Supervisors, or Managers when necessary.
* Maintain working knowledge of all Firm deployed applications.
* Maintain laptop distribution pool and provide support to primary laptop users, which include preparing laptops for distribution and keeping an updated activity log.
* Providing assistance in testing new or upgraded applications.
* Occasionally travel to other offices as needed for special projects or providing EME office coverage when another office is short staffed.
* Special projects as requested by the IT Support Services Manager or the IT Operations Senior Manager.
* Remain current on marketplace trends and application developments in order to provide on-time service to users.
* May volunteer or be selected to serve on special committees or project teams working on various firm wide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
Skills required:
* Strong PC, Windows, and applications knowledge. Technical skills required: Active Directory, Windows 10, Citrix, MS Office 2010/2016, Internet/Intranet technology, Zoom/Teams, printers & printing, PC Desktop and Laptop hardware knowledge, call logging systems.
* Excellent communication, interpersonal and customer-service skills.
* Ability to work effectively with all organizational levels.
* Able to work on multiple projects/priorities in a deadline-driven environment. Must be able to remain calm in pressure situations and adapt quickly to change.
* Demonstrate ability to maintain a customer-service focus and attitude at all times.
* Capable of working individually and as part of a team.
* Ability to take the lead on projects and problems when requested or as appropriate
* Procurement, installation, and support of all local smartphones (iPhone, Blackberry Work)
* Basic knowledge of LAN/WAN technologies, and network troubleshooting.
* Excellent time management, with a flexible approach to ensure adequate support for the office.
* A flexible approach to weekend working onsite for various projects.
* Ability to work with 3rd line global teams and perform smart hands assistant.
CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.