Service Desk Analyst

VIQU Limited; Liverpool; On-site; GBP 20,664,000 - 34,440,000; Full time

Job summary

VIQU Limited is seeking a Service Desk Engineer for a 3-month contract in Liverpool. You’ll join a busy IT Service Desk, providing first-class support to users across the business and ensuring timely resolution of issues.

You’ll be the initial contact for IT requests, handling incidents from intake to resolution, with on-site work five days a week in Liverpool. Prior experience in a legal environment is advantageous.

Qualifications

• Experience as a Service desk engineer, ideally in the legal industry.
• Proficiency in Microsoft 365 administration and support.
• Experience with ServiceNow ticketing system.
• Familiarity with iManage is preferred.
• Strong Windows desktop support and Active Directory skills.
• Hardware, software and peripheral troubleshooting.
• Experience with remote support tools.

Responsibilities

• Providing 1st and 2nd line technical support to end users via phone, email and remote support.
• Logging, managing and resolving incidents and service requests through to completion.
• Troubleshooting hardware, software and Microsoft 365 related issues.
• Supporting users across Windows desktop environments and core business applications.
• Using ServiceNow to manage tickets in line with agreed service levels.
• Supporting and troubleshooting iManage where required.
• Escalating more complex issues to senior technical teams when appropriate.
• Maintaining accurate documentation and updating knowledge articles.
• Working collaboratively with colleagues across IT to deliver an excellent support service.

Skills

Service desk experience

Microsoft 365 administration

Windows desktop support

Active Directory

Remote support tools

Hardware/Software troubleshooting

ServiceNow tickets

iManage (preferred)

Tools

ServiceNow

Microsoft 365

iManage

Windows

Active Directory

Job description

Service Desk Engineer - 3-month contract - Liverpool

My Legal customer looking for an experienced individual to join a busy and collaborative IT Service Desk, supporting users across the business and ensuring a first-class support experience.

As a Service Desk Engineer, you'll be the first point of contact for IT support requests, providing timely and effective resolution of a wide range of technical issues. Working as part of a supportive IT team, you'll manage incidents and service requests from initial contact through to resolution, ensuring users receive a professional and positive experience every time.

Key experience required

• Experience as a Service desk engineer previously ideally in the legal industry
• Microsoft 365 administration and support
• ServiceNow - tickets
• iManage (preferred)
• Windows desktop support
• Active Directory and user administration
• General hardware, software and peripheral troubleshooting
• Remote support tools

Key responsibilities

• Providing 1st and 2nd line technical support to end users via phone, email and remote support.
• Logging, managing and resolving incidents and service requests through to completion.
• Troubleshooting hardware, software and Microsoft 365 related issues.
• Supporting users across Windows desktop environments and core business applications.
• Using ServiceNow to manage tickets in line with agreed service levels.
• Supporting and troubleshooting iManage where required.
• Escalating more complex issues to senior technical teams when appropriate.
• Maintaining accurate documentation and updating knowledge articles.
• Working collaboratively with colleagues across IT to deliver an excellent support service.

The Service Desk engineer is required onsite, in Liverpool 5 days a week.