Service Desk Analyst

Insight Global; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading international law firm based in London is looking for an onsite Tier 2 Service Desk Analyst to support over 3000 end users. The role requires a mid-senior level professional with strong experience in service desk and technical support, customer service skills, and familiarity with ACD and ITSM systems. This position is a 12-month contract with possible annual extensions, working onsite 5 days a week.

Qualifications

• Mid-Senior level position.
• Experience in supporting c-level/executives is preferred.

Responsibilities

• Provide onsite Tier 2 service desk support for an international law firm.
• Support 3000+ end users with incident resolution and service requests.
• Collaborate with global IT teams as needed.

Skills

Experience as a Service Desk Analyst

Proven customer service and communication skills

Onsite and remote support experience

Experience with ACD systems

Hands-on Break/Fix support

Support of Microsoft Windows 10

Support of mobile devices

Support of MacBook devices and macOS

Remote-support technologies usage

Tools

BMC Remedy

Cherwell

Freshdesk

ServiceNow

Zendesk

Job description

Consultant Engagement Lead | Professional Recruiter at Insight Global

An international law firm spanning the US, Europe and Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3000+ end users and primarily covers 1st and 2nd level support.

Contract details: 12 month contract (Inside IR35). This position is expected to be a long-term opportunity with annual extensions. The analyst will be onsite in the London office 5 days a week.

Responsibilities

• Provide onsite Tier 2 service desk support as part of a 24/7 operation for an international law firm.
• Support ~3000+ end users with 1st and 2nd line incident resolution and service requests.
• Work onsite in London and collaborate with global IT teams as needed.

Qualifications

• Experience as a Service Desk Analyst or Technical Support, with onsite support experience and experience supporting c-level/executives.
• Proven customer service and communication skills.
• Onsite and remote support experience.
• Experience with ACD systems.
• Experience with ITSM / Ticketing systems such as BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk.
• Hands-on and/or remote Break/Fix support of desktop and laptop computing equipment and peripherals in enterprise environments.
• Support of Microsoft Windows 10 operating system and MS O365 provisioned accounts.
• Support of mobile devices.
• Support of MacBook devices and macOS.
• Support of collaboration platforms such as Zoom, Slack, MS Teams, etc.
• Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Legal Services

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