2nd Line IT Service Desk Analyst – Flexible Hours (London)

Hill Dickinson LLP; Greater London; On-site; GBP 30,000 - 55,000; Full time

Job summary

Hill Dickinson LLP in London seeks a Service Desk 2nd Line Analyst to join our IT Operations team. You will report to the Service Delivery Manager and work across IT Operations and security teams to support users across the UK, Europe, and Asia.

In this role you will troubleshoot issues, maintain SLA targets, share knowledge, and collaborate with Tier 3 and other central support teams. A strong ITIL background and cyber security awareness are advantageous.

Qualifications

• IT Service Desk experience required.
• Strong communication and customer service skills.
• Knowledge of Windows 11, MS Office, MS Server and AD.
• Familiar with ITIL-based processes.

Responsibilities

• Troubleshoot and resolve user issues with first-time resolution where possible.
• Maintain open communication with users on ticket progress.
• Monitor queues to meet Service Level targets and metrics.
• Collaborate with Tier 3 and other teams for support and projects.
• Create and maintain knowledge base articles.
• Identify IT problems and trends with Service Management.
• Provide ad-hoc support for key business users.
• Adhere to ITIL standards.

Skills

Windows 11

MS Office

MS Server

AD

Network terminology

Laptop/Desktop/Printer hardware

ITIL experience

Cyber security awareness

Excellent communication

Calm under pressure

Team player

Tools

Solarwinds

Samanage ITSM

Job description

Hill Dickinson LLP in London seeks a Service Desk 2nd Line Analyst to join our IT Operations team. You will report to the Service Delivery Manager and work across IT Operations and security teams to support users across the UK, Europe, and Asia.

In this role you will troubleshoot issues, maintain SLA targets, share knowledge, and collaborate with Tier 3 and other central support teams. A strong ITIL background and cyber security awareness are advantageous.