It Service Desk Analyst

Our client, an international law firm, are actively seeking an IT Service Desk Analyst to join them on a permanent basis. This role is an incredible opportunity to expand your skillset and progress within the firm. This role is offering a salary up to £35,000 and excellent benefits.

Key responsibilities

• Provide operational IT Service Desk Support and appropriate first point of contact resolution for all incidents and requests relating to approved applications and services.
• Ensure prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively.
• Adhere to all IT Service Desk and service delivery processes for ticket management, call logging and reporting.
• Work within the IT Service Desk team to support the delivery of the IT Services strategy.
• Contribute to the development of the IT Service Desk team so that they are valued by the firm and able to meet the firm’s expectations.
• Support and contribute to the organisation’s corporate goals and business objectives.
• Work collaboratively with all IT teams to support the implementation of the IT vision and strategy.

Skills and experience – essential

You must be able to demonstrate:

• Strong working knowledge of IT Infrastructure services and user administration activities (new joiners, folder management, password resets).
• Strong working knowledge of Windows operating systems and general hardware support.
• Excellent working knowledge of MS2016 particularly MS Word and document support.
• Good understanding of smartphone technology and mobile device management solutions/systems.
• Experience of legal applications including FileSite, digital dictation, time recording, billing.
• Good understanding of remote access systems (VPN, direct access, Citrix).
• Experience with working with IT Service Management Tools.

Skills and experience – desired

• ITIL Foundation preferable.
• 1-2 years of legal support experience preferable.
• Personal skills/attributes
• Demonstrate strong customer service skills.
• Demonstrate strong written and verbal communication skills required to respond to customer escalations.
• Prepare, read, comprehend and analyse a variety of complex forms, reports, spreadsheets, plans, records, documentation and correspondence.
• Speak to individuals or groups of people with poise, voice control and confidence.
• Respond adequately to inquiries or complaints.
• Apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.
• Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
• Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
• Work under own initiative to manage incidents, conflicts and emergency situations.
• Operate/use a variety of job specific office machines and other office equipment.
• Manage multiple high priority initiatives in a fast paced, highly technical environment.
• Successfully perform administrative responsibilities of this position.