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Fieldfisher
,
Manchester, Greater Manchester
IT Service Desk Analyst -1st Line
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Job Type: Full-time |
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Overview
The Team The Service Desk team consists of a Service Desk Manager, Service Desk Team Leader, 6 Service Desk Analysts and an apprentice. The service desk provide support to all offices globally between 08:00 - 19:00 UK time Outline of Role The IT Service Desk Analyst will provide first line technical support to internal staff. The successful candidate will require an aptitude for working with applications to undertake analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. This role reports into the IT Service Desk Team Leader. Responsibilities Act as a single point of contact to report any IT related matters via phone calls, emails and Self Service Logging all contacts in the Service Management Tool and providing updates to customers on open tickets Escalate tickets either technically to the next tier or any complaints to the Management Chasing the internal teams on the back log of the older tickets Alerting the Service Desk Manager and technical teams/appropriate teams of any Major Incidents To maintain a high degree of customer service for all support queries Making effective use of all IT Service Desk tools including the call logging software, remote control tools and knowledgebase. Advising the Service Desk Management of any potential customer issues or complaints. Adhering to IT processes and documenting procedures and fixes when required. To assist with providing IT equipment for short term loans, such as laptops, memory sticks and data cards. Possible travel to London, Birmingham, Belfast and other remote offices to support project work European offices Ensure all calls are dealt with in a professional and courteous manner. Key Skills & Experience Basic Active Directory knowledge - creating user accounts, reset passwords, processing new joiners and leavers, maintain email and security groups etc. Law firm experience would be an advantage Excellent customer service skills and good telephone manner Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010-2016 Ability to work in a team environment, collaborate with your peers on bugs and update fixes into the Knowledge Base Ability to work under pressure To be able to manage workloads effectively Has experience working with KPI's and In an SLA environment To be confident, proactive and professional at all times Qualifications: An ITIL Foundation V3 is essential MCP certification would be desirable