Support Services Expert

6 days ago


City Of London, United Kingdom Just IT Recruitment Full time

Job Title: IT Service Desk Operations Manager

Location: City of London

Job Type: Full-time

About Us:

Just IT Recruitment is a leading IT recruitment agency based in the City of London. We specialize in placing skilled IT professionals in a variety of roles across the UK.

About the Role:

  • This is an exciting opportunity to join our team as a Service Desk Analyst.
  • You will be responsible for providing exceptional customer service, monitoring ticket status, and escalating complex cases to technicians.
  • The ideal candidate will have strong communication skills, proficiency in operating systems and core applications, and intermediate networking knowledge.
  • You should also be familiar with Internet Explorer, Firefox, and Microsoft Edge browsers, and available for on-call and overtime work as needed.
  • Extensive experience in a professional services environment, preferably within a law firm, is required.
  • A Bachelor's degree is preferred, but not essential.
  • The salary range for this position is £48,000 - £52,000 per annum.

Responsibilities:

  • Provide exceptional customer service by addressing requests promptly and efficiently.
  • Monitor ticket status, follow up with technicians, and contact users after resolution for quality assurance.
  • Respond to Service Desk calls, resolve issues on first contact, and escalate complex cases to technicians.
  • Log inquiries and maintain accurate records in the Service Desk tracking system.
  • Participate in training to stay updated on current and new technologies for effective support.
  • Follow Firm's Policies and Procedures while providing user support and utilizing best practices.
  • Assist with additional tasks and projects to support Service Desk operations.

Requirements:

  • Strong communication skills with the ability to develop tactical plans.
  • Proficient in operating systems and core applications, including Microsoft Windows 10, Office 365 Suite.
  • Intermediate networking knowledge, including wireless technologies.
  • Familiar with Internet Explorer, Firefox, and Microsoft Edge browsers.
  • Available for on-call and overtime work as needed.
  • Extensive experience in a professional services environment, preferably within a law firm.
  • Preferred experience at a team lead level or above, with knowledge of iManage Work, Citrix/VPN, Microsoft Multi-factor Authentication, and ITSM ticket management systems.
  • Bachelor's degree preferred.

Salary Range: £48,000 - £52,000 per annum



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