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We have a new opportunity for a Deskside Analyst to join our IT team in Edinburgh to provide deskside support to the office. You will be responsible for ensuring that issues and support requests are resolved within defined service levels and providing regular reports and statistics to support this. You will also participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services.

About you

We are looking for an individual with solid experience with Windows operating systems and hardware in a computer support related setting ideally with experience working in a networked environment. You will have a demonstrated ability to master new software applications and technologies.

Key Responsibilities

Analyse and resolve customer technical problems involving multiple technologies and platforms.
Explore, test, and implement new IT solutions and services as required, with the goal of standardisation.
Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services.
Participate in project work as required, including non-business hour deployments (e.g. nights and weekends)
Review the request record to determine exactly what deskside support services are needed for the request, including but not limited to:
Installation of new machines / move existing machines
Add a new hardware / software component to an existing machine
Change an existing hardware / software component in a machine
Remove / decommission inventory
Perform Hardware refresh activities
Firmware updates on equipment
Backing up required hard drive files
Restoring user data
Responsible for inventory and asset management
Mobile phone setup and user coaching
Provide hands/eyes assistance with any AV/Datacentre related issues.
Skills & Knowledge

BA/BS degree or equivalent
Broad software application skills
Prior experience with a ticketing system
Working knowledge of ITIL service management processes is highly advantageous.
Superior written, oral and interpersonal communication skills with a strong dedication to customer service
About Us

At CMS, with more than 5,000 people working across 60 offices, we have the local and international resources to offer our clients a truly global service. We believe that delivering real value only happens when we work from a point of total client understanding and commitment. We call this philosophy ‘Your world first’ and it underpins everything we do. Our sector insight means we are immersed in the world our clients operate in, allowing our lawyers to make a real commercial difference for their clients.

Our culture is one of openness, honesty, warmth and growth. We offer an innovative approach to career progression and development, and an exceptional training programme interweaving technical, business and soft skills training.

Equal opportunities

We welcome and promote diversity among our staff and we are committed to a policy of equal opportunity in all aspects of employment practice.

Please click here to apply: