IT Service Desk Analyst

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to join their collaborative team. This hybrid role offers a dynamic work environment where you will provide essential first and second-line support to over 500 users. You'll engage in resolving IT incidents, managing user accounts, and maintaining hardware, all while contributing to innovative projects. If you thrive in a fast-paced setting and are passionate about delivering exceptional client service, this opportunity is perfect for you. Join a team that values your expertise and supports your professional growth.

Qualifications

• Experience working in a professional services environment.
• Strong knowledge of Microsoft-based operating systems.

Responsibilities

• Provide first and second-line support for over 500 users.
• Resolve IT incidents and manage user accounts.

Skills

Service Desk Experience

ITIL Qualification

Analytical Skills

Troubleshooting

Client Service

Education

ITIL Service Delivery / ITIL Foundation

Tools

Call Logging Software

Microsoft Windows 11

Remote Control Applications

Active Directory

Azure

Exchange

Job description

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This is a fantastic opportunity for candidates with service desk experience to join a collaborative and supportive team. You will work alongside five other service desk analysts, contributing to the delivery of high-quality IT services at Howard Kennedy. This role involves both first and second-line support for over 500 users, both remotely and at desk side.

This is a permanent, hybrid position with a rotating shift pattern:

• 08:00 – 16:30
• 09:00 – 17:30
• 10:00 – 18:30

Role responsibility

• Answer and log service desk calls received via phone and email in a timely manner.
• Resolve IT incidents and requests promptly, providing regular updates to tickets and end users.
• Research resolutions to issues, escalating within the team, as necessary.
• Maintain user accounts on various systems, including AD, Azure, and Exchange.
• Maintain the firm’s hardware, including mobile devices, laptops, PCs, and monitors.
• Manage processes such as new joiners, leavers, mobile management, laptop loans, and asset management.
• Set up conference/meeting rooms and provide AV support.
• Resolve software problems, both legal and bespoke.
• Contribute to documentation and knowledge base input.
• Undertake administrative tasks such as deal room setups, inventory checks, and daily, weekly, and monthly tasks.
• Participate in projects, testing, and support.

About you

Ideally, you will demonstrate:

• Experience working in a professional services environment.
• ITIL qualification (ITIL Service Delivery / ITIL Foundation) is beneficial.
• Experience with call logging software and 1st/2nd line support.
• Experience with applications used by legal firms (time capture, document comparison, legal information systems) is advantageous.
• Advanced knowledge of hardware setup and configuration, including printers and wireless devices.
• Strong knowledge of Microsoft-based operating systems, with an emphasis on Windows 11.
• Analytical and troubleshooting experience.
• Experience with Outlook within a network environment (permissions, calendar sharing, delegation, etc.).
• Experience providing support via remote control applications.
• A solid base of technical knowledge, with the capability to support incidents at the first level or beyond.
• Ability to change priorities quickly and handle multiple tasks in a fast-paced, changing environment.
• The ability to work independently while being a strong, dependable team player.
• An understanding of excellent client service and delivering the highest standards.
• Excellent verbal and written communication skills.

This role offers an exciting opportunity to work in a dynamic environment, contributing to innovative projects and supporting our team's growth and success.