Job Responsibilities
- First point of contact for all support of hardware and software problems.
- Logging of incidents, requests and problems.
- End to end resolution of 1st line support tickets.
- Monitoring open calls, ensuring resolutions and appropriate updates are carried out.
- Suggest and develop ideas for improving service quality and customer satisfaction
- Ensure logging, tracking and updating of service management system via ITIL based processes.
- Preparation of documentation and gathering of information to knowledge share with team.
Skills Required
- Ideally 1-3 years' experience working as a Service Desk Analyst or in a customer support role.
- Knowledge Microsoft Office 365, Active Directory, Exchange, Win 10 & Azure - advantageous.
- iManage or similar legal technologies would be ideal.
- Knowledge of ITIL framework.
This offers hybrid working - 3 days onsite/2 days WFH.
