Senior Service Desk Analyst

New Law Solicitors; Cardiff; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

On-call allowance

31 days annual leave

EE discount 20%

Local shop discounts

Cycle to work scheme

Travel loans

Refer a friend bonus

Pension

Job summary

NewLaw is a leading specialist law firm based in Cardiff city centre near Queens Street Station, seeking a Senior IT Service Desk Analyst to provide in-depth technical assistance for IT services, software, telephony and equipment. You will set priorities and support the team end-to-end.

The ideal candidate will have 12 months of service desk experience, a confident telephone manner, and be available for out-of-hours on-call one week in four.

Qualifications

• 12 months experience in a Service Desk Role.
• A confident telephone manner.
• Flexibility to work out of hours and be 'OnCall’ 1 week in 4.

Responsibilities

• Providing in-depth technical assistance and problem solving for all users relating to IT services, software, telephony and computer equipment.
• Setting priorities for all queries, resolving queries within SLA.
• Acting as a point of escalation for junior Service Desk staff.

Skills

Customer service

Telephone manner

Problem solving

On-call readiness

Job description

Your ability to spot an IT fault is a gift; A gift that means when a solicitor is trying to access their email in the evening, only to be locked out, you know what to do. A gift that means when the recruitment team are trying to call a candidate and the phones stop working, you know where the problem lies. A gift that means when a new starter to the business cannot access the intranet, everyone knows you’ll be able to fix it. It’s this gift that makes you a vital member of the IT team at NewLaw.

A day in the life of a Senior Service Desk Analyst at NewLaw will involve:

• Providing in-depth technical assistance and problem solving for all users relating to IT services, software, telephony and computer equipment.
• Setting priorities for all queries, resolving queries within SLA.
• Acting as a point of escalation for junior Service Desk staff.

To be a successful Senior IT Service Desk Analyst within NewLaw, you would need:

• 12 months experience in a Service Desk Role.
• A confident telephone manner.
• Flexibility to work out of hours and be 'OnCall’ 1 week in 4.

In return for your commitment and expertise, we offer:

• Between 25k and 30k, Dependant on experience
• An on-call allowance (1 week per month)
• 31 days annual leave, increasing annually to a maximum of 35 days (This includes bank/public holidays)
• A 20% discount with EE.
• Local shop discounts.
• Cycle to work scheme and travel loans.
• A "Recommend a Friend" bonus scheme, up to £1250 per referral.
• City Centre location right by Queens Street Station, 10 min walk from Cardiff Central.
• And of course, Pension.

Why would you want to work with NewLaw?

NewLaw is a leading specialist law firm and is part of Reddeplc group. NewLaw is ranked in the Legal 500 and Chambers and Partners for three areas; Personal Injury, Clinical Negligence and Private Client services. Our fresh approach to managing personal injury claims has made us a major force in the sector since we were first established in 2004. Our teams of specialists provide a service that 95% of our clients would recommend.

Our privacy policy is available on our website, or by contacting Henry Field (Resourcing and Talent Manager) directly.