It Service Desk Analyst - Law Firm

Job Responsibilities

• First point of contact for all support of hardware and software problems.
• Logging of incidents, requests and problems.
• End to end resolution of 1st line support tickets.
• Monitoring open calls, ensuring resolutions and appropriate updates are carried out.
• Suggest and develop ideas for improving service quality and customer satisfaction
• Ensure logging, tracking and updating of service management system via ITIL based processes.
• Preparation of documentation and gathering of information to knowledge share with team.

Skills Required

• Ideally 1-3 years' experience working as a Service Desk Analyst or in a customer support role.
• Knowledge Microsoft Office 365, Active Directory, Exchange, Win 10 & Azure - advantageous.
• iManage or similar legal technologies would be ideal.
• Knowledge of ITIL framework.

This offers hybrid working - 3 days onsite/2 days WFH.