Service Desk Analyst

IT Service Desk Analyst / IT Helpdesk Engineer - ServiceNow, Ticket Management, AD/GP, O365, Citrix, MS Teams, ITIL, IT Customer Service (Internal Users). Hybrid -Bristol - £35k - £40k + Shift Allowance + Benefits
Global Law Firm seeks IT Service Desk Analyst / IT Helpdesk Engineer to work on the afternoon and evening shift supporting users in the UK and Asia. You will join the Service Desk team and provide support to a user base of around 500 lawyers and business support staff using a range of technologies.
The main focus of the role will be to provide high quality 1st & 2nd line, and some 3rd line IT support relating to desktop technologies including laptops, PC and mobile devices; Win10/Win11, O365 inc Outlook and MS Teams, LAN/Wireless and VPN connections, AD/GPo, Windows Server/Azure, InTune (mobile devices), Citrix, DNS setting etc. The majority of the support work will be undertaken over the phone and by remote session with some walk-ups to the desk for configs and hardware support. Other desktop support work will be escalated to the relevant engineers.
Working within an SLA driven ITIL environment you will be responsible for raising tickets within the ServiceNow ticketing system and assigning to appropriate desktop support engineers, infrastructure engineers or 3rd party service providers (business application related etc) and overseeing fixes within ITIL methodology i.e. employing Service mgmt., Incident mgmt., Problem mgmt. and Change mgmt. principles to resolve and track issues. You will also provide some 1st level support for user of law firm focussed systems including Practice Management and Document Management systems which may include iManage, Aderant or similar systems.
We are searching for an IT Service Desk Analyst / IT Helpdesk Engineer / IT Support Analyst who has gained experience working on an SLA driven Service Desk within an ITIL framework. You will be experienced in creating and managing tickets in ServiceNow (or similar IT Ticketing systems), be confident in your ability to speak with internal users over the phone, via remote session and be responsive to their needs. You will be comfortable using Win 10, Win 11, MS O365 (inc MS Outlook, MS Teams), creating and managing user accounts in Active Directory (and possible AzureAD) and ideally possess some experience with mobile device management using tools such as InTune but this is non-essential. You will have some experience of working within an ITIL environment. Excellent communication and customer service skills are pre-requisite.

Office located in central Bristol with good access to mainline stations.