1st/2nd Line IT Service Desk Analyst - Law Firm

Published by Neal Fowler on January 22, 2024
Salary: £38-£40k + Benefits! 
Industry: Legal
Remote Working: no
Employment Type: full time
Location: Central London, United Kingdom

This role is fully onsite, no remote working. Legal experience is a must for this role.

Job 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 via the Service Desk ITSM system
  • Alerting Senior Analysts and Managers of reoccurring incidents and potential issues
  • Keeping customers apprised and updated
  • Escalating problems to the senior team members
  • Managing requests for loan equipment
  • Utilizing and updating the Knowledge Base

Skills Required

  • Previous experience in a Service Desk position within a law firm
  • Knowledge of Windows 10, Microsoft Office 365, Active Directory & iManage Work 10
  • Understanding of PC Hardware and operating systems
  • Experience of logging tickets in ITSM call logging software
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