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Form of workJob Description
IT Service Desk Analyst/1st/2nd Line Support Analyst
A fantastic opportunity has arisen for a IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Birmingham based global law firm on a permanent basis.
IT Service Desk Analyst/1st/2nd Line Support Analyst
Responsibilities and Duties:
• Provide end-user IT assistance on all core desktop applications and technologies.
• Assist the Service Desk Delivery Manager in the triage of tickets, including:
• Serving as the end user advocate, maintaining regular communication with end users as
necessary to keep them informed about incident progress and notify them of any impending
changes or agreed outages.
• Collect missing/necessary information from end users and accurately create and update
service tickets in our ticketing system.
• Prioritise service incidents and tickets to the Service Desk Analysts following
established procedures - Including assigning tickets to the appropriate team member based
on their expertise, workload, and location.
• Collaborate with peers and other legal and business services teams to resolve service
issues in a timely fashion.
• Ensure customer satisfaction through continuous status updates and information sharing.
• Ensure problem descriptions and resolutions are accurate in our ITSM solution.
IT Service Desk Analyst/1st/2nd Line Support Analyst
Knowledge, Sills and Experience:
• Strong work ethic with a keen attention to detail.
• Must possess strong interpersonal skills, including telephony skills, communication
skills, active listening, and client care.
• Provides exceptional customer service by actively listening, showing empathy, and paying
attention to detail.
• Proactively follows up on problems and anticipates customer concerns.
• A good understanding and working knowledge of Microsoft solutions, including - but not
limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365
applications and technologies, NTFS share permissions.
• A good understanding of supporting end users within Citrix environments.
IT Service Desk Analyst/1st/2nd Line Support Analyst
