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Service Desk Analyst

3 months ago

Manchester, United Kingdom DGH Recruitment Full time

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


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


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


Responsibilities and Duties:


• Provide end-user IT assistance on all core desktop applications and technologies.

• Assist the Service Desk Delivery Manager in the triage of tickets, including:

• Serving as the end user advocate, maintaining regular communication with end users as

necessary to keep them informed about incident progress and notify them of any impending

changes or agreed outages.

• Collect missing/necessary information from end users and accurately create and update

service tickets in our ticketing system.

• Prioritise service incidents and tickets to the Service Desk Analysts following

established procedures - Including assigning tickets to the appropriate team member based

on their expertise, workload, and location.

• Collaborate with peers and other legal and business services teams to resolve service

issues in a timely fashion.

• Ensure customer satisfaction through continuous status updates and information sharing.

• Ensure problem descriptions and resolutions are accurate in our ITSM solution.


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


Knowledge, Sills and Experience:


• Strong work ethic with a keen attention to detail.

• Must possess strong interpersonal skills, including telephony skills, communication

skills, active listening, and client care.

• Provides exceptional customer service by actively listening, showing empathy, and paying

attention to detail.

• Proactively follows up on problems and anticipates customer concerns.

• A good understanding and working knowledge of Microsoft solutions, including - but not

limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365

applications and technologies, NTFS share permissions.

• A good understanding of supporting end users within Citrix environments.


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