Global IT Service Desk Senior Analyst (Hybrid, 24/7 Rotations)

A&O Shearman; Northern Ireland; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A global law firm in Northern Ireland is seeking a Global Service Desk Senior Analyst to enhance IT service delivery. The role includes incident management, customer support via various channels, and technical leadership in a hybrid working environment. Successful candidates will have IT-related qualifications and experience in a technical support role. The position offers a dynamic shift pattern with competitive benefits, prioritizing a customer-focused approach.

Benefits

Occupational pension scheme

Group income protection cover

Health and wellbeing services

Flexible working arrangement

Qualifications

• IT-related degree with relevant experience or ITIL Foundation (ITIL Practitioner certificate preferred) or significant proven IT Service Desk experience.
• Proven experience in a technical support role within an ITIL-driven environment.
• Solid knowledge of IT Service Desk operations and Microsoft technologies.

Responsibilities

• Logging, triaging, troubleshooting, and resolving incidents or escalating when needed.
• Managing customer requests via phone, email, live chat, and self-service portal.
• Taking ownership of incidents and work orders, aiming for first-touch resolution.

Skills

Customer-first mindset

Strong communication skills

Independent work

Prioritization

Technical support experience

Education

IT-related degree or ITIL Foundation

Tools

Microsoft technologies (Active Directory, Exchange, O365, Azure, InTune)

Ticketing systems

Job description

A global law firm in Northern Ireland is seeking a Global Service Desk Senior Analyst to enhance IT service delivery. The role includes incident management, customer support via various channels, and technical leadership in a hybrid working environment. Successful candidates will have IT-related qualifications and experience in a technical support role. The position offers a dynamic shift pattern with competitive benefits, prioritizing a customer-focused approach.