It Helpdesk Analyst

Job Title: IT Helpdesk Analyst

Salary: c.£68k + Exceptional benefits and allowances

Location: Central London

Responsibilities include:

• Responding to incoming calls and emails
• Diagnosing and resolving user problems
• Escalating calls to next level of service as necessary and following up with users to ensure successful problem resolution in a timely and professional manner
• Service as initial point of contact for all IT-related issues and requests within the law firm.
• Provide technical support to attorneys, paralegals, and staff for hardware, software, and network-related issues.
• Maintain a high level of customer service.
• Assist customers/end users with questions on product installation, usage, and implementation.
• Respond to and investigate customer/end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner.
• Answer customer inquiries and provide appropriate technical and/or product-related information.
• Effectively communicate or escalate customer issues and concerns to applicable internal staff members.
• Maintain working knowledge of products and/or services.
• Leverage the IT knowledgebase or perform research using external resources to troubleshoot and resolve technical issues.
• Acknowledge, updates, and documents all customer service requests in the ServiceNow call tracking system;
• Consult with the Help Desk Management team or IT teams when a solution is unknown or unclear.
• Report problems with procedures and makes suggestions for improvements.
• Take initiative to make decisions regarding improving support to customers  
• Assist with IT Projects in other areas of the IT Department as needed.
• Other ad hoc duties as assigned.

It is essential that you have experience in a similar role in an international Law firm. This role is office based (no hybrid) and to cover the hours 7.00am -3.30pm to fit in to the structure of the firm. They need an ambitious IT analyst with a genuine passion for all things IT who can bring to the role an attitude of exceptional delivery and become an integral part of a growing team. The firm are prepared to offer an exceptional salary for the right candidate(Neg) and the benefits are really exceptional including some assistance with early morning travel if necessary.

McKinlay Law endeavour to contact all successful candidates within 24 hours. However, due to the volume of applications that we receive, we are not able to respond to every candidate individually. If you have not heard from us within 24 hours your application has been unsuccessful and we have not retained your details.