Service Desk Analyst

Service Desk Analyst

Major Legal company in the fast-moving Digital Media Arena are expanding and looking for a candidate who can grow with them. We are seeking someone who has some good grass roots IT exposure but is keen and eager to learn more. This company are keen to share knowledge and help and assist you grow. In return you will receive a generous salary of £30,000-£35,000 Dependant on Experience plus a healthy benefits package and super hours! at only 35 (for a normal week).

Hours of work:

35 hours per week: 9.30am-5.30pm; flexibility in working hours is a requirement and you may be needed to work additional hours, evening and possibly weekend work might to meet deadlines and fulfil all the obligations of the role.

Role Summary

• This position provides day-to-day IT support for the Business’s Employee’s, and acts as a first point of contact for all IT issues
• The role is responsible for delivering excellent customer service and high levels of first point of contact resolution in addition to the continual improvement of IT support to staff
• Working within the IT team to support the delivery of an ambitious modernisation program
• This is a challenging role with significant scope for learning and growth

Key Lines of Communication and Relationships

• Reporting to the Head of IT
• Working within the IT and wider Business Support team (3 in team currently)
• Liaising with external 3rd party vendors at an operational level where necessary

Person Specification

• Demonstrate strong customer service skills
• Demonstrate strong written and verbal communication skills
• Communicate confidently with staff at all levels within the business
• Respond adequately to inquiries or complaints
• Demonstrate excellent troubleshooting skills
• Work under own initiative to manage incidents, conflicts and emergency situations
• Be sensitive to cultural differences among individuals and groups of persons
• Manage and priority tasks in a fast paced, technical environment
• Successfully perform administrative responsibilities of this position

Key Skills

• Strong working knowledge of IT Infrastructure services and user administration activities (new joiners, folder management, password resets)
• Good working knowledge of Windows operating systems and general hardware support
• Excellent working knowledge of Microsoft 365 Apps particularly MS Word, Outlook etc
• Good understanding of smartphone technology and mobile device management solutions/systems
• Experience of software and applications; and keen to learn more about them
• Good understanding of remote access systems, particularly Always On VPN
• Experience with working with IT Service Management Tools
• 1-2+ years of support experience preferable