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Service Desk Analyst

2 months ago

Manchester Area, United Kingdom DGH Recruitment Full time

IT Service Desk Analyst / 1st Line Support Analyst



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



IT Service Desk Analyst / 1st Line Support Analyst



Key Responsibilities:



• 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



IT Service Desk Analyst / 1st Line Support Analyst



Attributes/Skills:



• Experience supporting a legal environment


• 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



IT Service Desk Analyst / 1st Line Support Analyst