Job Description

IT Service Desk Analyst / 1st Line Support Analyst
PCD300235

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

Key Responsibilities:
• Providing a professional and consistent level of Technology support to all staff
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

Attributes/Skills:
• Experience working within a law firm is highly desirable
• Knowledge of server operating system 10 and productivity and collaboration software 365
• Understanding of PC Hardware and operating systems
• Awareness of using identity and access management platform
• Experience of logging tickets in ITSM call logging software

Summary:
The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.