IT Service Desk Analyst — Hybrid, 1st Line Support

Simmons & Simmons; West of England; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Bonus dependent on role/level

Private medical insurance

Pension contribution

Hybrid working

Job summary

Simmons & Simmons is seeking an IT Support Analyst to join the IT Service Desk in Bristol. You will provide first-line support for IT applications and hardware, logging incidents, and resolving issues with a focus on first-time resolution.

The role involves shift-based hours, 7:00am to midnight, and collaboration with IT teams across the firm. You will work to KPI targets, assist in identifying recurring issues, and contribute to a knowledge base to improve service levels for remote offices and

Qualifications

• Ideally a College IT qualification or equivalent.
• At least 1+ years of IT support experience.
• Experience with ServiceNow or other call logging systems.
• Previous telephone support and problem-solving experience.
• Good understanding of document comparison tools and document management systems.

Responsibilities

• Provide first-line application support (productivity tools and business applications).
• Incidents and problems: identification, analysis, diagnosis, resolution or escalation.
• Assist via telephone, e-mail or web within KPI targets on a 24x7 basis.
• Log all contacts within ServiceNow with complete information.
• Support IT applications and hardware; work with IT teams on recurring incidents.
• Carry out user administration tasks and monitor IT systems.

Skills

IT support experience

Telephone support

Problem solving

Document management

Education

College IT qualification or equivalent

Tools

ServiceNow

Job description

Simmons & Simmons is seeking an IT Support Analyst to join the IT Service Desk in Bristol. You will provide first-line support for IT applications and hardware, logging incidents, and resolving issues with a focus on first-time resolution.

The role involves shift-based hours, 7:00am to midnight, and collaboration with IT teams across the firm. You will work to KPI targets, assist in identifying recurring issues, and contribute to a knowledge base to improve service levels for remote offices and