1st Line Support Analyst

TLT LLP; West of England; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Extensive benefits package

25 days holiday (30 with length of 서비스

Private medical insurance

Job summary

TLT LLP is recruiting for an IT Service Desk Analyst to join the IT Support team in Bristol. You will provide 1st line IT support to partners and staff from our head office, handling calls and logging incidents in the ITSM system.

Role requires experience on IT service desks, excellent customer service, strong communication, and the ability to stay calm under pressure. You will work within our policy framework and strive to meet KPIs and SLAs.

Qualifications

• Experience working in a professional busy IT Service Desk.
• Excellent customer service skills and telephone manner.
• Strong written communication skills.
• Ability to remain calm under pressure in a fast-paced environment.
• Able to work with colleagues at all levels and be a reliable team member.

Responsibilities

• Answer calls from clients including partners and staff.
• Log incidents accurately in the ITSM tool and update through lifecycle.
• Escalate incidents to relevant teams per policy and procedures.
• Maintain KPI targets and SLA adherence.
• Provide high-quality customer service at all times.

Skills

IT Service Desk experience

Customer service

Telephone manner

Written communication

Team player

Calm under pressure

Tools

ITSM tool

ITIL framework

Job description

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

Your Role

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.

As an IT Service Desk Analyst your day to day remit includes:

• Being available to take phone calls from our clients, who are the predominantly employees and partners within TLT, though there are occasional calls from TLT’s clients and other external parties (suppliers).
• Utilising time on the phone effectively to meet KPI targets and SLA’s.
• Delivering excellent customer service at all times.
• Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
• Ensuring incidents are logged and managed in line with all documented departmental and firm policy and procedures. TLT are ISO27001 (Information Security) certified and use the ITIL best practice framework for IT Service Management.
• Following escalation processes to ensure incidents are assigned to the relevant team/individual to ensure incidents are resolved in an efficient and timely manner.

Your Skills and Experience

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

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. Over the last few years TLT’s successful growth, delivery of high-quality work and support for colleagues has been consistently recognised by The Times and at the Legal Business, The Lawyer and British Legal Awards.

Our ambition is to create opportunities for what comes next for our clients, recognised as their 1st tier adviser and being valued for our values. We do this in our unique way by creating social value and a dynamic environment where our people are curious, creative and ambitious for their success.

In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute to the success of TLT.

Our Benefits

• You’ll receive a competitive salary with an annual pay review.
• You will also have access to an extensive range of benefits via our flexible benefits scheme.
• 25 days holiday (which will increase to 30 days based upon length of service)
• private medical insurance

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role.

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on [e-mail]