Service Desk Analyst

£25,000 | Birmingham | Permanent
Posted 1 month ago

An opportunity to be a part of a dynamic and professional Service Desk is available for a 1st line support analyst based in Birmingham. Working within an international Law firm, you will be able to contribute to a talented team, utilising your technical and communication skills.
As a Service Desk Analyst, you will have a genuine passion for IT and the ability to communicate confidently and effectively with all parties. The team offer expert 1st line remote support to a wide ranging internal customer base via phone, email and a customer portal.
Working hours will be on a rota basis, so flexibility is essential. Overtime may be required, and where this is the case, extra shift allowance is paid when working these shifts.

The Role requires the following skills and experience:
• Dealing with people at all levels of our business via telephone and Email.
• A logical and structured approach in your thinking would be helpful, as well as being able to carefully follow policy and procedure to methodically handle/resolve issues.
• Taking ownership of your own tickets and seeing them through to completion within agreed timescales
• Escalation of service issues to appropriate support team
• Performing management of the service desk queues to ensure end user expectations are met, alongside Service Level Agreements

Ideally, you will have had experience in the following:
• Windows Operating Systems
• Active Directory
• Microsoft Office Suite 2010 to advanced level
• Previous experience within an IT Service Desk/Help Desk environment and have knowledge of formal structured IT service management processes (eg. ITIL)
• Experience of ticketing systems in a Service Desk environment.

For more information about this role, please contact:

Matthew McNeill

See Matthew McNeill's jobs
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