IT Support Analyst (Law Firm)

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

Job summary

A global law firm seeks an IT Service Desk Analyst / 1st/2nd Line Support Analyst to deliver exceptional technology support. The successful candidate will handle incidents, maintain service records, and work within a dynamic team environment, leveraging skills in customer service and technical knowledge.

Qualifications

• Experience working in a law firm is essential.
• Must have excellent customer service skills.

Responsibilities

• Provide professional technology support.
• Respond to incidents and requests.
• Maintain and update records in the Service Desk system.
• Escalate problems to senior team members.

Skills

Customer service skills

Multi-tasking

Calm under pressure

Knowledge of Windows 10

Knowledge of Microsoft Office 365

Understanding of PC hardware

Awareness of Active Directory

Experience with ITSM logging

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.

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.

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 and the Service Desk system
• Alerting Senior Analysts and Managers of recurring incidents and potential issues
• Keeping customers informed and updated
• Escalating problems to senior team members and third-party suppliers where necessary

Attributes/Skills:

• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC hardware and operating systems
• Awareness of using Active Directory
• Experience logging tickets in ITSM call logging software