IT Service Desk Analyst

Tlt Llp; Bristol; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Flexible benefits scheme

25 days holiday (30 with length of 서비스

Private medical insurance

Job summary

TLT LLP in the United Kingdom is seeking an IT Service Desk Analyst to act as the frontline for client and partner support across the firm. You will handle inbound calls, log incidents, and ensure complete lifecycle updates while upholding service standards.

Working within an ISO27001-certified environment and ITIL-based processes, you will contribute to meeting KPI/SLA targets and collaborating with colleagues across the firm.

Qualifications

• Experience in a professional and busy IT Service Desk.

Responsibilities

• Take phone calls from clients (TLT staff and occasional external parties).
• Log incidents in the IT Service Management tool with detailed updates through the lifecycle.
• Adhere to policy and ITIL-aligned procedures; escalate as needed.
• Maintain KPI and SLA targets through effective incident handling.
• Provide excellent customer service, clear communication, and teamwork.

Skills

Customer service

Telephone manners

Written communication

Calm under pressure

Team player

Job description

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.
  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.
  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.

We value our employees highly and we want you to feel valued. 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 including 25 days holiday (which will increase to 30 days based upon length of service) and 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.