Service Desk Analyst

DGH Recruitment; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

DGH Recruitment is seeking an IT Service Desk Analyst to join a Leeds-based legal and financial service provider. This permanent role requires excellent customer service skills and the ability to multi-task. You will be the primary point of contact within the IT Service Desk, ensuring a professional level of support.

Your responsibilities will include managing incident reports, updating records, and alerting senior staff of recurring issues. Prior experience in a law firm and knowledge of Windows 10 and Microsoft Office 365 are highly desirable.

Qualifications

• Experience working within a law firm is highly desirable.
• 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.

Responsibilities

• Providing professional Technology support to all staff.
• Responding to incoming incidents and requests at first contact.
• Maintaining and updating incidents and requests.
• Alerting Senior Analysts and Managers of recurring incidents.
• Escalating problems when necessary.

Skills

Customer service skills

Multi-tasking

Knowledge of Windows 10

Microsoft Office 365

PC Hardware understanding

Active Directory awareness

ITSM ticket logging experience

Job description

A fantastic opportunity has arisen for an IT Service Desk Analyst /1st Line Support Analyst to join our Leeds based legal and financial service provider 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 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

Attributes/Skills:

• Experience working within a law firm is highly desirable
• 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