1st Line Support Analyst | Bristol, UK

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

Job summary

Join a leading law firm as a Service Desk Analyst in Bristol, providing essential 1st line IT support. You'll assist partners and staff, ensuring excellent customer service while managing incidents efficiently. TLT offers a competitive salary, hybrid working, and a commitment to diversity.

Benefits

25 days holiday (increasing to 30 with service)

Private medical insurance

Flexible benefits

Qualifications

• Experience in a busy professional IT Service Desk environment.

Responsibilities

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

Skills

Customer Service

Communication

Team Player

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:

1. Taking phone calls from our clients, primarily employees and partners within TLT, with occasional calls from external parties such as suppliers.
2. Using effective communication skills to meet KPI targets and SLA's.
3. Delivering excellent customer service at all times.
4. Logging incidents in the IT Service Management tool with detailed and accurate information, updating throughout the incident lifecycle.
5. Managing incidents according to departmental and firm policies, aligned with ISO27001 standards and ITIL best practices.
6. Following escalation procedures to ensure timely resolution by relevant teams or individuals.

Your Skills and Experience

• Experience working in a busy professional IT Service Desk environment.
• Excellent customer service, communication, and telephone skills.
• Ability to remain calm under pressure.
• Strong team player with the ability 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. We work with high-profile clients across various sectors and have a presence in the UK, Europe, India, and the US. Recognized as Law Firm of the Year at the Legal Business Awards 2023, we are committed to our clients, our people, and our communities.

Our Benefits

We offer a competitive salary, annual pay reviews, and a range of benefits including 25 days holiday (increasing to 30 with service), private medical insurance, and flexible benefits. We support a hybrid working model to promote work/life balance.

We are committed to diversity and inclusion, welcoming applications from all qualified candidates and providing reasonable adjustments during the recruitment process.

Apply Now

For accessibility support or adjustments, contact our recruitment team at [e-mail].