IT Service Desk Analyst

AG Integrate by Addleshaw Goddard; Leeds; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading legal firm in Leeds is seeking an IT Service Desk Support to enhance customer experience through high-quality IT services. In this pivotal role, you will handle IT-related queries, ensuring timely solutions and actively participating in various IT projects. The position promotes career development and a collaborative culture.

Benefits

Life Assurance & Income Protection

Competitive employer-matched pension contribution

Health and wellbeing subsidy, up to £180/year

Buy/Sell holidays (up to 5 days/year)

Mental health initiatives and support

Discretionary annual bonus

Optional private medical and dental insurance

Qualifications

• Proven team player with excellent communication and problem-solving skills.
• Eagerness to learn and adapt to new technologies, especially in AI.
• Basic understanding of IT applications and hardware knowledge.

Responsibilities

• Provide high-quality support to customers across various IT systems.
• Resolve and log incidents per procedures with a first-contact resolution focus.
• Document work accurately and improve IT processes where appropriate.

Skills

Customer Service

Problem Solving

Communication

Collaboration

Adaptability

Tools

Windows 11

Exchange Online

MS 365 Suite

Job description

Job Description

As a key member of our IT Service team, you will be responsible for delivering high-quality support across various IT systems and services. Your aim is to enhance customer experiences by resolving incidents, fulfilling service requests, and supporting IT operations both remotely and onsite.

This role is the first contact for all IT-related queries within the firm. It involves resolving, logging, or escalating incidents and requests according to procedures via telephone, email, or in person, focusing on first-contact resolution.

The role is based in Leeds, however occasional work from other offices may be required. The hours required are 35 hours per week, working as part of a rota covering business service hours, including weekend, international, and bank holiday support.

The Team

• The Internal IT Service Desk is an essential part of our firm's technology infrastructure, serving as the initial point of contact for all IT-related matters. The IT Service Desk consists of 15 members, including Analysts, a Team Lead, and a Manager, and is based in Leeds, UK.
• Our team functions as the IT backbone for the entire law firm, providing support to legal professionals, administrative staff, and various business services teams. We take pride in delivering high-quality support, proactively identifying and preventing problems, and offering innovative and creative solutions.
• We actively encourage career development within the team by offering training and certifications to enhance technical skills, leadership opportunities for experienced team members, and cross-functional exposure through collaboration with other IT departments. We are proud to have created an environment where many of our team members have successfully transitioned to other internal IT departments.

Job Responsibilities

• Provide excellent support to customers and colleagues across various services, products, and platforms. Act proactively and reactively to meet performance targets, ensuring timely and effective resolutions.
• Take ownership of customer issues and ensure a full focus on delivering an exceptional IT customer experience. This includes actively listening to customer concerns, providing timely and effective resolutions, and following up to ensure customer satisfaction.
• Offer 1st line Service Desk assistance via central support number, email, or face-to-face, aiming to resolve issues at first contact when possible.
• Perform thorough triage on all support requests. If escalation is required, document work accurately for further investigation by escalation teams.
• Use call logging software to record details, updates, status, and resolutions of all support requests.
• Participate in "ad-hoc" projects involving firm equipment, which may include attending meetings and working outside core hours on tasks like new office support, hardware upgrades, and project completion.
• Follow and seek to improve IT processes where appropriate.

Skills And Experience

• A proven team player capable of collaborating closely and effectively with colleagues to ensure prompt and accurate resolution of IT challenges.
• Exemplary timekeeping, as the shift-based nature of the Service Desk team necessitates self-motivation and high personal standards to deliver seamless service to both internal and external clients.
• Always maintaining a professional appearance, reflective of the firm's nature.
• Excellent communication and problem-solving skills.
• An outstanding customer service ethos demonstrated through examples.
• Eagerness to learn and adapt to new technologies, with a particular interest in Generative AI tools and their applications to business and IT support.
• Stay updated with the latest advancements in technology and AI capabilities, ensuring a thorough understanding of how these innovations can be applied to enhance IT support and business processes.
• Basic understanding and experience supporting a range of IT applications, platforms, and technologies such as Windows 11, Exchange Online, MS 365 suite applications.
• Fundamental hardware knowledge of PCs, peripherals, and iOS devices.

Our Firm

Addleshaw Goddard is a place where you are valued, encouraged, and challenged to fulfill your potential in a supportive and collegiate environment. Our culture of improvement, growth, and collaboration delivers results, drives innovation, and rewards ambition.

We not only provide technical excellence and experience but also demonstrate real insight into our clients and what matters to them, making us the natural choice for FTSE100 clients and others.

Our success has been built by people from diverse backgrounds, locations, and perspectives. We have employee networks that celebrate our differences.

Our Benefits

We aim to provide a positive experience to everyone who works here. Our benefits include:

• Life Assurance & Income Protection
• Competitive employer-matched pension contribution
• Health and wellbeing subsidy, up to £180/year
• One day per year to volunteer
• Buy/Sell holidays (up to 5 days/year)
• Mental health initiatives and support
• Talent referral bonuses
• Recognition awards
• Optional private medical and dental insurance
• Annual health screening
• Voluntary critical illness cover
• Discretionary annual bonus

Our Approach: Imagine the Best You Can Be

Our reputation is built on our people and how we work. We do high-caliber work with colleagues who care for one another and our clients. Are you up for the challenge?