1st Line Support Analyst

TLT LLP; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading law firm in Bristol is seeking a Service Desk Analyst to provide 1st line IT support. The role involves assisting employees and partners, managing incidents, and ensuring excellent customer service. The firm values a collaborative culture and offers a competitive salary with flexible working arrangements.

Benefits

25 days holiday (increasing to 30 with service)

Private medical insurance

Flexible benefits scheme

Hybrid working

Qualifications

• Experience in a busy IT Service Desk environment.
• Strong customer service and communication skills.

Responsibilities

• Provide 1st line IT support to employees and partners.
• Log incidents in the IT Service Management tool.
• Manage incidents according to policies and standards.

Skills

Customer Service

Communication

Teamwork

Calm Under Pressure

Job description

We are recruiting for a Service Desk Analyst to join our IT Support team in Bristol.

Your Role

We're recruiting for an IT Service Desk Analyst to join our Bristol office. As an IT Service Desk Analyst working in our head office in Bristol, you will help support the whole firm with 1st line IT support, including partners and business support staff.

Your day-to-day responsibilities include:

• Taking phone calls from clients, primarily employees and partners within TLT, with occasional calls from TLT’s clients and external parties such as suppliers.
• Using time effectively on calls to meet KPIs and SLAs.
• Delivering excellent customer service consistently.
• Logging all incidents in the IT Service Management tool with detailed information, updating throughout the incident lifecycle.
• Managing incidents according to departmental and firm policies, adhering to ISO27001 standards and ITIL best practices.
• Following escalation procedures to ensure incidents are assigned to the appropriate teams for timely resolution.

Your Skills and Experience

• Experience working within a professional and busy IT Service Desk environment.
• Strong customer service, telephone, and written communication skills.
• Ability to remain calm under pressure.
• Excellent team player and able to work with people at all levels.

About TLT

Fast-paced, growing, and forward-thinking, TLT is a law firm that helps clients stay ahead, and we do the same for our people. We work with high-profile clients across various sectors, with over 1,800 staff in the UK and international offices. TLT was named Law Firm of the Year at the Legal Business Awards 2023, marking its third consecutive industry award.

Our purpose is to protect, prepare, and progress our clients, our people, our planet, and our communities. We foster an open, collaborative culture where everyone is encouraged to be their authentic selves, voice their opinions, and contribute.

Our Benefits

We value our employees and offer a competitive salary with annual reviews, along with benefits such as 25 days holiday (increasing to 30 with service), private medical insurance, and a flexible benefits scheme.

We support a fully flexible working approach, promoting hybrid work and work/life balance. We are happy to discuss flexible working arrangements that suit you.

TLT is committed to diversity and inclusion, welcoming applications from all qualified individuals regardless of disability, race, gender identity, sexual orientation, or other protected characteristics. We provide reasonable adjustments for interviews and employment processes. For assistance, contact our recruitment team at [e-mail].