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2nd Line Support Analyst

3 months ago

Leeds, Leeds, United Kingdom ReCulture Full time

Our client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious advisory and transactional work, to all forms of commercial litigation.

Submit your CV and any additional required information after you have read this description by clicking on the application button.

Our client is seeking a Service Desk 2nd Line Support Analyst who will report into the Service Delivery Manager. The IT Operations team is friendly and includes Service Delivery Management (incl. Service Desk), Infrastructure, and IT Security, spanning multiple sites across the UK. The work is diverse and interesting – no two days are alike, and there is an opportunity to get involved with the rest of the IT Operations teams, Solutions, Project Management, and firm-wide users from the UK, Europe, and Asia.

Key Responsibilities:

  • Provide 1st and 2nd Line remote and desktop support.
  • Onsite IT support within the Leeds office.
  • Onsite leadership with Incident Management.
  • Monitor the call queues and ensure that all targeted Service Levels are met.
  • As needed, work with other analysts to provide initial triage of all calls into the Service Desk, ensuring that tickets passed on to downstream resolver groups are documented appropriately.
  • Contribute to and facilitate the sharing of know-how and knowledge base articles.
  • Work with Service Management to help identify and resolve underlying problems and trends.
  • Administrating the Audio/Video & Video Conferencing systems.
  • Provide ad-hoc support for key business users.
  • Complete all activities in line with best practice ITIL standards.

Requirements:

  • Experience of working on an IT Service Desk.
  • Experience of providing 2nd Line support in a Windows 10 / o365 environment.
  • An enthusiasm for providing excellent service.
  • Excellent customer service skills, with experience of liaising directly with Senior Stakeholders.
  • Good/broad knowledge of Windows 10, MS Office, MS Server, AD, Network terminology and function, Laptop/Desktop/Printer hardware.
  • Ability to remain calm in a high-pressure environment.
  • Demonstrable experience of working with ITIL-based processes.
  • Strong awareness of Cyber Security Threats.
  • Desirable:
    • ITSM Software (Remedy, ServiceNow, Samanage).
    • ITIL Qualifications.
    What You'll Receive in Return:
    • 25 days' annual leave
    • Birthday privilege day and Christmas shutdown
    • Holiday buy, sell, and carryover scheme
    • 2 charity volunteering or pro bono days
    • Flexible, agile, and home working
    • BUPA
    • Permanent health insurance
    • Flexible pension scheme
    • Medicash
    • EAP with access to counselling
    • Enhanced family leave policies
    • Access to 10 days fully subsidised emergency or back-up care per year
    • Life assurance
    • Annual travel season ticket loan
    • Dress for your day policy
    • Bespoke training and development opportunities
    • Financial contribution towards home working equipment
    As the winner of two Working Families' awards for 'Best UK employer for Flexible Recruitment 2022' and 'Best UK employer for Flexible Working Award 2020', our client is happy to consider flexible working opportunities to help balance work and home life. ReCulture endeavour to be outstanding as a diverse and inclusive employer and are fully committed to present the best candidates for the role irrespective of background. We are keen to help our clients develop workforce representation from currently under-represented groups, including Black, Asian and Minority Ethnic (BAME) communities; Lesbian, Gay, Bi and Trans (LGBT) people and those living with physical, mental and/or sensory disability.