Service Desk Analyst – Law Firm Full Time

Norton Blake

My Client has a great opportunity for a highly skillied IT Service Desk Analyst to join their team

Job summary:

The role of IT Service Desk Analyst is to provide an outstanding service to colleagues at my client dealing with incidents and requests, escalating as required. The role encompasses both 1st and 2nd line activities, in an environment where personal development of technical understanding is encouraged

Main duties and responsibilities

Capturing, logging and dealing with calls, emails and self-service actions to the IT Service Desk

Following agreed procedures, identifies, registers and categorises incidents.

Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.

Resolution of incidents where possible, aiming to achieve a high first time fix rate.Escalation to Systems Team as necessary.Incident resolution may involve desk-side support.

Contributes to creation of support documentation

Proactively looks for improvement areas as part of continuous improvement process

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Promotes and ensures use of appropriate techniques, methodologies and tools.

Any other ad hoc projects as required.