Junior IT Service Desk Analyst

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

Salary – £24 – £26K 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 a Junior IT Service desk analyst on a permanent basis.  

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.
• 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.
• 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.
• 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 Junior 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.

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

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