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

2 days ago

London, United Kingdom DGH Recruitment Full time

**PLEASE NOTE THIS ROLE SITS WITHIN IR35**PLEASE NOTE THIS ROLE SITS WITHIN IR35**
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 London based global law firm on a an initial 12 month fixed term contract.
IT Service Desk Analyst/1st/2nd Line Support Analyst
Responsibilities and Duties:

- Primarily to provide fast and positive Hardware and Software remote support.
- Act as the first point of contact for all business IT incidents/requests/questions related
walk-ups.
- Actively supporting and guiding should anything come in outside of IT's remit to ensure
the customer is pointed in the right direction.
- Professionally handle all tickets into the Service Desk with the objective of gaining an
understanding of the customers situation and reflecting the appropriate empathy and
interest with the customer's problem and/or requests.
- Ensure all Service Desks incoming and outgoing tickets are recorded correctly into tickets
in ServiceNow at the time of receiving the phone call.
- Perform troubleshooting through diagnostic techniques and relevant questioning and
steadfastly document all your investigative actions and the outcome within the ticket
prior to resolving or assigning onto another person or assignment group.
- Determine the best solution to resolve or progress the ticket onto 2nd and/or 3rd level
based on the issue and details provided by the customer in accordance with the ServiceNow
knowledge articles guidance and workflows.
IT Service Desk Analyst /1st/2nd Line Support Analyst
Knowledge, Sills and Experience:

- Solid experience of working at least 5 years in a 2nd level position or above of a global
law firm would be preferred but could have worked across large professional services
environment e.g. banking, consulting or finance.
- Have held an active technical role in the support of multiple production environments
across the globe.
- Experience in working with Azure / Hybrid environment
- Knowledge of WIN 10, Surface pro 4, screens, monitors, printers and their functions as
well as experience on BOYD support
- Proficiency in Microsoft Office Application support with strong skills needed on Outlook
and Windows 10
- Experience with M365, OneDrive, Sharepoint, Ms Teams
IT Service Desk Analyst /1st/2nd Line Support Analyst
**PLEASE NOTE THIS ROLE SITS WITHIN IR35**PLEASE NOTE THIS ROLE SITS WITHIN IR35**
DGH Recruitment Limited acts as both an Employment Agency and Employment Business

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