Senior Service Desk Analyst - Law Firm

Published by Neal Fowler on February 1, 2024
Salary: £46-47k + Benefits! 
Industry: Legal
Remote Working: no
Employment Type: full time
Location: Central London, United Kingdom

Legal IT experience is a MUST!

This is a great opportunity for a Service Desk Analyst with 4-5 years experience to progress into a Senior role and assist the Service Desk Manager.

  • Provide advanced technical knowledge and support the most complex and challenging customer queries and requests
  • Provide technical advice to other members of the Service Desk team so that they can progress their tickets
  • Monitor the Service Desk Team to ensure that a consistent and professional level of support is provided, including monitoring the unassigned and individual team member queues
  • Assist in ensuring that individuals in the team keep their queues to a manageable number
  • Investigate and highlight reoccurring and potential problems to the SD Manager and Problem Manager
  • Ensure that urgent issues and VIP tickets are picked up by the team quickly and dealt with appropriately
  • Mentor and train Service Desk staff
  • Notify the Service Desk Manager of complaints. In the absence of the Service Desk Manager notify the Customer Experience Business Partner and/or the Head of Service Delivery
  • Keep abreast of IT projects and initiatives and clearly communicate relevant information to the rest of the team.
  • Regularly create and update Knowledge Base articles and encourage the wider Service Desk team to do the same
  • Liaise with technical support teams and third-parties
  • Assist in the production of meaningful statistics from the ITSM and contact center tools.

Skills Required - Windows 10/11, Office 2016/365, AD, Azure, iManage, Aderant, InTapp, ITIL v4

This role is office based - it may offer some flexibility on occasions to WFH.

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