IT Service Desk Analyst

1 week ago


London, United Kingdom Precise Placements Full time

**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. The right Service Desk Analyst must have excellent customer service skills, the ability to multi-taskand remain calm under pressure.

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 365
- 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



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