IT Service Desk Analyst

IT Service Desk Analyst / SLA / Service Desk / Data / GDPR / Legal Sector / London / Permanent

Salary – £32 – £34K DoE.

Location – London (Hybrid) UK Applicants Only

Excellent Benefits

I am lucky enough to work with a leading law firm based in London, they are looking to hire an IT Service desk analyst on a permanent basis.  This role is only open to those with a strong legal sector background due to the nature of the business needs.

IT Service Desk Analyst Specification:

• Provide operational Service Desk Support and appropriate first point of contact resolution for all incidents and requests relating to approved applications and services.
• Ensure prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively.
• Adhere to all IT Service Desk and service delivery processes for ticket management, call logging and reporting.
• Work within the IT Service Desk team to support the delivery of the IT Services strategy.
• Contribute to the development of the IT Service Desk team so that they are valued by the firm and able to meet the firm’s expectations.
• Support and contribute to the firm’s corporate goals and business objectives.
• Work collaboratively with all IT teams to support the implementation of the IT vision and strategy.
• Maintain an effective IT Service Desk service, ensuring delivery against the agreed service delivery goals and objectives, providing maximum availability and performance of the IT Service Desk service throughout the firm.
• Track incidents and requests to conclusion in line with SLAs and quality standards.
• Perform routine checks on various systems as defined by the business IT service requirements.
• Perform general administrative duties, including user account creation, moves and changes worldwide.
• Contribute to the IT Service Desk Knowledge Base and maintain accurate knowledge sources and processes.
• Contribute to the delivery of quality support ensuring that nothing gets forgotten, customers are kept informed of progress and complaints/escalations are kept to a minimum.
• Manage personal workloads, escalations and operational processes.
• Strong working knowledge of IT Infrastructure services and user administration activities (new joiners, folder management, password resets).
• Strong working knowledge of Windows operating systems and general hardware support.
• Excellent working knowledge of MS2016 particularly MS Word and document support.
• Good understanding of smartphone technology and mobile device management solutions/systems.
• Experience of legal applications including FileSite, digital dictation, time recording, billing.
• Good understanding of remote access systems (VPN, direct access, Citrix).
• Experience with working with IT Service Management Tools.
• Demonstrate strong customer service skills.
• Demonstrate strong written and verbal communication skills required to respond to customer escalations.
• Prepare, read, comprehend and analyse a variety of complex forms, reports, spreadsheets, plans, records, documentation and correspondence.
• Speak to individuals or groups of people with poise, voice control and confidence.
• Respond adequately to inquiries or complaints.
• Apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.
• Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
• Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
• Work under own initiative to manage incidents, conflicts and emergency situations.
• Be sensitive to cultural differences among individuals and groups.
• Operate/use a variety of job specific office machines and other office equipment.
• Manage multiple high priority initiatives in a fast paced, highly technical environment.
• Successfully perform the administrative responsibilities of this position.

If you are an IT Service desk analyst or believe your skills and experience match the brief, please send me your CV and I will call you in the strictest confidence.

IT Service Desk Analyst / SLA / Service Desk / Data / GDPR / Legal Sector / London / Permanent

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