IT Service Desk Analyst

Brabners; Liverpool; Hybrid; GBP 29,000 - 38,000; Full time

Benefits offered by this job

Competitive Salary

Flexible working hours

Bupa/ Medicash

Discretionary bonus opportunities

Pension scheme

Life Insurance & Income Protection

25 days Annual Leave + bank holidays

Option to buy 10 additional days leave

My Days

Enhanced family leave

Career development opportunities

Wellbeing and mental health support

Job summary

Brabners IT Team is seeking an IT Service Delivery Analyst to join the Liverpool office. You will be the first point of contact for colleagues IT queries, delivering prompt resolutions and maintaining strong service levels.

The role is based in the Liverpool City Centre Office and requires on-site presence four days per week with flexible hours within core times. You will support Windows, Microsoft 365, and mobile environments, with Mimecast experience beneficial.

Qualifications

• Previous IT Service Desk experience essential.
• Strong knowledge of Windows, Microsoft 365, and iOS and Android environments.
• Mimecast experience would be advantageous.
• Excellent communication and interpersonal skills.
• Ability to build strong working relationships.
• Exceptional verbal and written communication skills.
• Flexible, positive and can-do attitude.
• Proactive and solution-focused approach.
• Strong team player.
• Curious, inquisitive and committed to continuous improvement.

Responsibilities

• Act as first point of contact for all IT incidents and service requests.
• Resolve 1st and 2nd Line issues for colleagues in a timely manner.
• Manage and update the ticketing system, ensuring SLAs are met.
• Promote a user-focused culture through accessible and responsive support.
• Escalate queries where required to other IT teams and/or third-party providers.
• Update and maintain the IT Asset Management System.
• Continually develop knowledge across software, hardware and business systems.
• Contribute to IT projects as required.

Skills

IT Service Desk

Windows

Microsoft 365

iOS

Android

Communication skills

Relationship building

Proactive problem-solving

Tools

Mimecast

Job description

THE ROLE & TEAM

Brabners IT Team are looking for an IT Service Delivery Analyst to join our Liverpool team. This is a great opportunity to continue your career within a well-established IT function and act as the first point of contact for colleagues with their IT queries. We pride ourselves on our customer engagement and service delivery to colleagues across the organisation.

We are looking for a strong team player who enjoys working with colleagues and providing quick turnaround resolutions to time-sensitive issues. If you're looking to establish your career within IT and gain exposure to a variety of queries whilst progressing your career, then this is the role for you.

This role can be based in our Liverpool City Centre Office and requires candidates to be on site four days per week. We offer a flexible approach to working hours, with core operating hours between Monday and Friday, 8:00am to 6:00pm.

KEY RESPONSIBILITIES

• Act as first point of contact for all IT incidents and service requests.
• Resolve 1st and 2nd Line issues for colleagues in a timely manner.
• Manage and update the ticketing system, ensuring SLAs are met.
• Promote a user-focused culture through accessible and responsive support.
• Escalate queries where required to other IT teams and/or third-party providers.
• Update and maintain the IT Asset Management System.
• Continually develop knowledge across software, hardware and business systems.
• Contribute to IT projects as required.

ABOUT YOU

• Previous experience within an IT Service Desk environment is essential.
• Strong knowledge of Windows, Microsoft 365, and iOS and Android environments.
• Previous experience with Mimecast would be advantageous.
• Excellent communication and interpersonal skills.
• Ability to build strong working relationships.
• Exceptional verbal and written communication skills.
• Flexible, positive and can-do attitude.
• Proactive and solution-focused approach.
• Strong team player.
• Curious, inquisitive and committed to continuous improvement.

Benefits:

• Competitive Salary
• Flexible approach to working hours
• Bupa/ Medicash
• Discretionary bonus opportunities
• Pension scheme
• Life Insurance & Income Protection Insurance
• 25 days Annual Leave plus flex bank holidays (increasing with service)
• Option to buy 10 additional days annual leave each year
• 2 My Days (in addition to your holiday entitlement)
• Additional discretionary annual leave days
• Enhanced Maternity, Paternity & Adoption Leave
• Career Development Opportunities
• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

ABOUT US

Brabners is purpose-led independent law firm. A certified B Corp with award-winning environmental credentials, we seek to demonstrate that business can bring about positive change by being innovative, diverse and sustainable.

With over 200 years of history, we're proudly anchored in the North but serve businesses and individuals across England and Wales.

We have won awards for being innovative at the Legal 500 Northern Powerhouse Awards and diverse as Manchester Law Society's Equality, Diversity and Inclusion Champions. We are also recognised as one of the 25 best large companies to work for in the UK and have won The Legal 500 Future Lawyers awards for job satisfaction, quality of work, social life and work/life balance.