IT Support Analyst (Law Firm)

JR United Kingdom; Derby; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global law firm in London seeks an IT Service Desk Analyst /1st/2nd Line Support Analyst to provide excellent technology support. The successful candidate will respond to incidents, maintain records, and ensure customer satisfaction while working under pressure. Experience in a law firm is essential, and strong customer service skills are required.

Qualifications

• Experience working in a law firm is essential.
• Knowledge of PC hardware and operating systems.
• Understanding of Active Directory.

Responsibilities

• Provide consistent tech support to all staff.
• Respond to incidents and requests as the first point of contact.
• Log incidents accurately and maintain updates.

Skills

Customer service skills

Multi-tasking

Calm under pressure

Tools

ITSM call logging software

Windows 10

Microsoft Office 365

Active Directory

Job description

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*PLEASE NOTE EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL*

IT Service Desk Analyst /1st/2nd Line Support Analyst

A fantastic opportunity has arisen for an IT Service Desk Analyst /1st/2nd Line Support Analyst to join our London based global law firm on a permanent basis.

IT Service Desk Analyst /1st/2nd Line Support Analyst

Summary:

The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.

IT Service Desk Analyst /1st/2nd Line Support Analyst

Key Responsibilities:

• Providing a professional and consistent level of Technology support to all staff

• Responding to incoming incidents and requests at first point of contact reported via all

mediums

• Ensuring all incidents and requests are accurately recorded at the time of being reported

and responded to within a set Service Level Agreement

• Maintaining and updating incidents and requests in your own as well as the Service Desk

• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues

• Keeping customers apprised and updated

• Escalating problems to the senior team members and third-party suppliers where necessary

IT Service Desk Analyst /1st/2nd Line Support Analyst

Attributes/Skills:

• Knowledge of Windows 10 and Microsoft Office 365

• Understanding of PC Hardware and operating systems

• Awareness of using Active Directory

• Experience of logging tickets in ITSM call logging software

IT Service Desk Analyst /1st/2nd Line Support Analyst