IT Service Desk Analyst

AG Integrate by Addleshaw Goddard; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Leeds seeks an IT Service Desk Analyst to enhance customer experiences by delivering high-quality IT support. The role involves resolving incidents, fulfilling service requests, and supporting IT operations, both remotely and onsite, with opportunities for career development and training.

Benefits

Life Assurance

Pension

Health and Wellbeing Subsidies

Volunteering Days

Holiday Buy/Sell Options

Mental Health Initiatives

Private Medical and Dental Insurance

Health Screenings

Critical Illness Cover

Discretionary Bonuses

Qualifications

• Proven team player with effective collaboration skills.
• Strong communication and problem-solving skills.
• Willingness to learn and adapt to new technologies.

Responsibilities

• Provide excellent support to customers and colleagues.
• Take ownership of customer issues and ensure timely resolutions.
• Perform thorough triage on support requests.

Skills

Communication

Problem Solving

Customer Service

Collaboration

Adaptability

Job description

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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 are 35 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 team consists of 15 members, including Analysts, a Team Lead, and a Manager, based in Leeds, UK.
• Our team supports legal professionals, administrative staff, and business services teams, delivering high-quality support, proactive problem prevention, and innovative solutions.
• We promote career development through training, certifications, leadership opportunities, and cross-functional collaboration, with many team members progressing within internal IT departments.

Job Responsibilities

• Provide excellent support to customers and colleagues across various services, products, and platforms, ensuring timely and effective resolutions.
• Take ownership of customer issues, ensuring a positive IT customer experience through active listening, timely resolutions, and follow-up.
• Offer 1st line Service Desk assistance via support number, email, or face-to-face, aiming to resolve issues at first contact.
• Perform thorough triage on support requests; escalate and document work for further investigation as needed.
• Use call logging software to record details, updates, and resolutions of support requests.
• Participate in ad-hoc projects involving firm equipment, including meetings and outside core hours for tasks like hardware upgrades and office support.
• Follow and seek to improve IT processes where appropriate.

Skills and Experience

• Proven team player with effective collaboration skills to resolve IT challenges promptly.
• Excellent timekeeping, self-motivation, and high standards to deliver seamless service in a shift-based environment.
• Professional appearance and conduct reflecting the firm's standards.
• Strong communication and problem-solving skills.
• Outstanding customer service ethos demonstrated through examples.
• Willingness to learn and adapt, especially regarding Generative AI tools and their applications.
• Stay updated with technological and AI advancements to enhance support and business processes.
• Basic understanding of supporting IT applications, platforms, and technologies like Windows 11, Exchange Online, MS 365.
• Fundamental hardware knowledge of PCs, peripherals, and iOS devices.

Our Firm

Addleshaw Goddard values, encourages, and challenges its people in a supportive environment. Our culture promotes growth, innovation, and collaboration, serving FTSE100 clients and beyond. We celebrate diversity and inclusion through various employee networks.

Our Benefits

We offer a range of benefits including life assurance, pension, health and wellbeing subsidies, volunteering days, holiday buy/sell options, mental health initiatives, bonus schemes, private medical and dental insurance, health screenings, critical illness cover, and discretionary bonuses.

Our Approach: Imagine the Best You Can Be

Our success is driven by our people and their work ethic. We invest in high-caliber work and colleagues who care about each other and our clients. Are you ready for the challenge?