1st/2nd Line Support Analyst

2 weeks ago

London, United Kingdom DGH Recruitment Full time

IT Support Specialist / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for an IT Support Specialist / 1st/2nd Line Support Analyst to join our London based global law firm on a permanent basis.

IT Support Specialist / 1st/2nd Line Support Analyst

Key Responsibilities:

• Providing a professional and consistent level of Technology support to all staff

• Responding to incoming incidents and requests at first point of contact reported via all

mediums

• Ensuring all incidents and requests are accurately recorded at the time of being reported

and responded to within a set Service Level Agreement

• Maintaining and updating incidents and requests in your own as well as the Service Desk

ticket queues

• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues

• Keeping customers apprised and updated

• Escalating problems to the senior team members and third-party suppliers where necessary

IT Support Specialist / 1st/2nd Line Support Analyst

Attributes/Skills:

• Experience supporting a legal environment

• Knowledge of Windows 10 and Microsoft Office 365

• Understanding of PC Hardware and operating systems

• Awareness of using Active Directory

• Experience of logging tickets in ITSM call logging software

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