IT Service Desk Analyst - First-Line Support (Hybrid)

Simmons & Simmons; West of England; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Pension contribution

Hybrid working

Job summary

Simmons & Simmons is seeking an IT Support Analyst to join our IT Service Desk in Bristol. You will provide first line IT support to system users, logging and resolving incidents and requests using Service Now, with a focus on first-time resolution and KPIs.

Working on a shift rota (7:00 to 00:00, 35 hours per week), you will collaborate with IT colleagues to diagnose issues, implement fixes, and keep users informed of progress while developing knowledge of our applications and

Qualifications

• College IT qualification or equivalent.
• Experience in an IT helpdesk environment.
• Experience with ServiceNow or similar ticketing systems.

Responsibilities

• Provide first line application and hardware support.
• Log and triage incidents via the ticketing system.
• Diagnose, resolve or escalate IT issues within KPI targets.
• Work rotating shifts including early/late hours.
• Collaborate with IT teams to implement fixes and share knowledge.

Skills

IT support

First-line support

ServiceNow familiarity

Troubleshooting

Documentation

Education

College IT qualification or equivalent

Tools

ServiceNow

Job description

Simmons & Simmons is seeking an IT Support Analyst to join our IT Service Desk in Bristol. You will provide first line IT support to system users, logging and resolving incidents and requests using Service Now, with a focus on first-time resolution and KPIs.

Working on a shift rota (7:00 to 00:00, 35 hours per week), you will collaborate with IT colleagues to diagnose issues, implement fixes, and keep users informed of progress while developing knowledge of our applications and