IT Service Desk Analyst

1 day ago


London, United Kingdom DGH Recruitment Full time

IT Service Desk Analyst /1st/2nd Line Support Analyst

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

IT Service Desk Analyst /1st/2nd Line Support Analyst

Summary:

The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.

IT Service Desk Analyst /1st/2nd Line Support Analyst

Key Responsibilities:

• Provide high quality support by answering calls and tickets directed to the Global Service

Desk

• Ensure users are kept sufficiently informed of progress throughout the lifetime of their

calls through regular calls/emails

• Respond to and resolve requests withing the specified time frame as logged in the

ticketing system

• Work with co-workers to increase knowledge across the Global Service Desk team

IT Service Desk Analyst /1st/2nd Line Support Analyst

Attributes/Skills:

• Experience working for a law firm

• Good troubleshooting and analytical skills

• Experience supporting Microsoft products such as Windows 10 and Office 2019/365

• Experience with supporting laptops/MFD and video conferencing equipment

• At least 2 years experience in a fast paced Service Desk environment

• Experience of logging tickets in ITSM call logging software

IT Service Desk Analyst /1st/2nd Line Support Analyst



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