IT Service Desk Analyst

DGH Recruitment; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A Glasgow-based law firm is seeking an IT Service Desk Analyst for a 12-month fixed-term contract. The role involves providing IT assistance on desktop applications, supporting end-users, and collaborating with teams to resolve service issues. Candidates should demonstrate strong interpersonal skills, attention to detail, and a good understanding of Microsoft solutions. This position ensures customer satisfaction through proactive communication and assistance.

Qualifications

• Strong work ethic with a keen attention to detail.
• Must possess strong interpersonal skills.
• Exceptional customer service skills.

Responsibilities

• Provide end-user IT assistance on all core desktop applications and technologies.
• Assist in the triage of service tickets.
• Collaborate with peers to resolve service issues.

Skills

Customer service

Interpersonal skills

Attention to detail

Communication skills

Active listening

Tools

Microsoft 365

Active Directory

Exchange Online

Citrix

Job description

IT Service Desk Analyst / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for a IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Glasgow based law firm on an initial 12‑Month Fixed Term Contract.

Responsibilities and Duties

• Provide end‑user IT assistance on all core desktop applications and technologies.
• Assist the Service Desk Delivery Manager in the triage of tickets, including:
• Serving as the end‑user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
• Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
• Prioritise service incidents and tickets to the Service Desk Analysts following established procedures – including assigning tickets to the appropriate team member based on their expertise, workload, and location.
• Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
• Ensure customer satisfaction through continuous status updates and information sharing.
• Ensure problem descriptions and resolutions are accurate in our ITSM solution.

Knowledge, Skills and Experience

• Strong work ethic with a keen attention to detail.
• Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
• Provides exceptional customer service by actively listening, showing empathy, and paying.
• Proactively follows up on problems and anticipates customer concerns.
• A good understanding and working knowledge of Microsoft solutions, including – but not limited to – Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
• A good understanding of supporting end users within Citrix environments.