IT Support Analyst (Law Firm)

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

Job summary

A global law firm in London is looking for an IT Service Desk Analyst /1st/2nd Line Support Analyst to join their team. This role is essential for providing technology support to staff and requires excellent customer service skills and IT knowledge. The successful candidate will report to the Service Desk Manager and work closely with senior team members to maintain high service levels.

Responsibilities

• Providing professional technology support to all staff.
• Responding to incoming incidents and requests.
• Ensuring incidents are accurately recorded.
• Alerting senior team of recurring issues.
• Keeping customers updated and escalating problems.

Skills

Customer service skills

Knowledge of Windows 10

Microsoft Office 365

PC Hardware

Understanding of operating systems

Active Directory

ITSM call logging software

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