IT Support Analyst (Law Firm)

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

Job summary

A global law firm is seeking an IT Service Desk Analyst /1st/2nd Line Support Analyst for a permanent position. You will be the primary contact for IT support, requiring excellent customer service skills and a solid understanding of technology. Experience in a law firm is crucial for this role.

Qualifications

• Experience working in a law firm is essential.
• Excellent customer service skills needed.
• Ability to multi-task and remain calm under pressure.

Responsibilities

• Provide professional Technology support to all staff.
• Respond to incidents and requests at first point of contact.
• Maintain and update incidents in the Service Desk.

Skills

Customer Service

Multitasking

Windows 10

Microsoft Office 365

PC Hardware

Active Directory

Tools

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