Service Desk Analyst 27 views

Service Desk Analyst

Job Type : Permanent, Full Time

Salary : £20000 – £28000/annum Up to £28,000 + Excellent benefits

Our fantastic international law firm client is currently looking for a Service Desk Analyst to join their Innovative IT team on a permanent basis, the main focus for this role is providing a professional and high quality service to the firm's internal staff. The role will operates as the front line of IT customer engagement and deliver support and assistance across a varied portfolio of IT systems and services.
The key responsibilities for this role will include being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally. This includes providing out-of-hours support (at weekends and until midnight Mondays to Fridays) on a rotational basis as part of the IT 24/7 follow-the-sun support offering, providing remote technical support for computer applications and hardware, including: Microsoft Office Suite (2016/365), Microsoft Teams, Zoom, Windows 10, Document Management System (FileSite), Time recording systems (IntApp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare compare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Remote Access (VPN, RSA, Citrix), Mobile technologies (BlackBerry Work, iOS, Android, inTune), Remote desktop (VNC/TeamViewer), using our IT Service Management tool (ITSM) to provide appropriate troubleshooting tracking log, escalation, and documentation, owning call resolution from first contact through to customer satisfaction, ensuring all calls that cannot be resolved first line are escalated in accordance with the agreed procedures, ensuring that service levels are maintained, ensuring that customers are kept aware of progress on their issues, proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues.
Candidates should have experience in an IT Support role within a legal or professional services environment and also experience of core Microsoft Office products. The core hours for this role are 9.30am – 5.30pm with work on evenings and weekends on a shift rota basis, these evening and weekend shifts will be duly compensated, the salary for this role will be up to £28,000.
Do you have previous experience of working within an IT Support role in a legal or professional services background?
Do you have experience with core Microsoft Office products?

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