IT Helpdesk Analyst

4 days ago

London, United Kingdom McKinlay Law Full time
Job Responsibilities:
  1. Responding to incoming calls and emails.
  2. Diagnosing and resolving user problems.
  3. Escalating calls to the next level of service as necessary and following up with users to ensure successful problem resolution in a timely and professional manner.
  4. Serving as the initial point of contact for all IT-related issues and requests within the law firm.
  5. Providing technical support to attorneys, paralegals, and staff for hardware, software, and network-related issues.
  6. Maintaining a high level of customer service.
  7. Assisting customers/end users with questions on product installation, usage, and implementation.
  8. Responding to and investigating customer/end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner.
  9. Answering customer inquiries and providing appropriate technical and/or product-related information.
  10. Effectively communicating or escalating customer issues and concerns to applicable internal staff members.
  11. Maintaining working knowledge of products and/or services.
  12. Leveraging the IT knowledgebase or performing research using external resources to troubleshoot and resolve technical issues.
  13. Acknowledging, updating, and documenting all customer service requests in the ServiceNow call tracking system; consulting with the Help Desk Management team or IT teams when a solution is unknown or unclear.
  14. Reporting problems with procedures and making suggestions for improvements.
  15. Taking initiative to make decisions regarding improving support to customers.
  16. Assisting with IT Projects in other areas of the IT Department as needed.
  17. Other ad hoc duties as assigned.

Minimum Requirements:

It is essential that you have experience in a similar role in an international law firm. This role is office-based (no hybrid) and covers the hours 7.00 am - 3.30 pm to fit into the structure of the firm. They need an ambitious IT analyst with a genuine passion for all things IT who can bring to the role an attitude of exceptional delivery and become an integral part of a growing team. The firm is prepared to offer an exceptional salary for the right candidate (Negotiable) and the benefits are really exceptional, including some assistance with early morning travel if necessary.

McKinlay Law endeavors to contact all successful candidates within 24 hours. However, due to the volume of applications that we receive, we are not able to respond to every candidate individually. If you have not heard from us within 24 hours, your application has been unsuccessful and we have not retained your details.

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