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IT Service Desk Analyst
3 months ago
IT Service Desk Analyst - 1st Line, First Line, Helpdesk
Our leading law firm client are looking to recruit an IT Service Desk Analyst on a permanent basis to be the primary point of contact within the IT Service Desk.
This opportunity would really suit someone who has limited IT experience, the Line Manager is keen to train and develop the right person to become a fully fledged IT Support professional.
Role and Responsibilities (this is a broad but not exhaustive list)
- 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
- Creating and encrypting CD bibles and USB sticks
- Managing requests for loan equipment
- Assisting with team's administration duties
- Utilising and updating the Knowledge Base
- Other support related activities as required
Qualifications and Experience
- Good troubleshooting and analytical skills
- Knowledge of Windows 10 and Microsoft Office 36
- Understanding of PC Hardware and operating systems
- Awareness of using Active Directory
- Experience of logging tickets in ITSM call logging software
Person Specification
- A keen interest in IT
- Good academic record
- Enthusiastic and keen to learn new skills
- Excellent customer service skills
- Team player
- Excellent communication skills and ability to be managed
- Excellent attention to detail
- Excellent time management and organisational skills with the ability to meet deadlines
- Ability to think and work independently, or as part of a team and to take ownership of tasks
- Good interpersonal skills, working closely with people at all levels in the Firm
- Remaining calm under pressure
- Highly motivated and a methodical approach
- Flexible approach to working with the ability to handle the demands of a constantly evolving workload
