2nd Line Global IT Support Service Desk Analyst

Global IT Support Service Desk Analyst (11am – 7pm) ________________________________________ Location: City of London Salary: £48,000 – £52,000 per annum ________________________________________ Are you an IT Professional looking for an exciting new role? About the company Our client is a leading legal firm based in London, with a state-of-the-art office & facilities. Position Overview The Global IT Support Service Desk offers continuous, high-level support via phone and email to all staff. In the role of Service Desk Analyst, you will primarily address incoming requests through these communication channels, providing swift and effective solutions. Responsibilities • Addressing customer requests promptly with a focus on exceptional service. • Monitoring ticket status, following up with technicians, and contacting users after resolution for quality assurance. • Responding to Service Desk calls, resolving issues on first contact, and escalating complex cases to technicians. • Logging inquiries and maintaining accurate records in the Service Desk tracking system. • Participating in training to stay updated on current and new technologies for effective support. • Following the Firm's Policies and Procedures while providing user support and utilizing best practices. • Assisting with additional tasks and projects to support Service Desk operations. Candidate Requirements Essential Skills and personal qualities • Strong communication skills with the ability to develop tactical plans. • Proficient in operating systems and core applications, including Microsoft Windows 10, Office 365 Suite. • Excellent troubleshooting skills for PC-related issues. • Intermediate networking knowledge, including wireless technologies. • Familiar with Internet Explorer, Firefox, and Microsoft Edge browsers. • Available for on-call and overtime work as needed. • Extensive experience in a professional services environment, preferably within a law firm. • Preferred experience at a team lead level or above, with knowledge of iManage Work, Citrix/VPN, Microsoft Multi-factor Authentication, and ITSM ticket management systems. • Bachelor’s degree preferred. Apply now to Just IT and we will review your application. If you are suitable for the role, we will be in contact to discuss this opportunity.