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IT Support Analyst (Law Firm), Stoke-on-Trent
Client:
DGH Recruitment
Location:
Stoke-on-Trent, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Views:
2
Posted:
06.06.2025
Expiry Date:
21.07.2025
Job Description:
*PLEASE NOTE EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL*
IT Service Desk Analyst / 1st/2nd Line Support Analyst
Summary:
The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, with the ability to multi-task and remain calm under pressure.
Key Responsibilities:
* Providing professional and consistent technology support to all staff.
* Responding to incoming incidents and requests at first point of contact via all mediums.
* Ensuring all incidents and requests are accurately recorded and responded to within the set Service Level Agreement.
* Maintaining and updating incidents and requests in your own and the Service Desk system.
* Alerting Senior Analysts and Managers of recurring incidents and potential issues.
* Keeping customers informed and updated.
* Escalating problems to senior team members and third-party suppliers when necessary.
Attributes/Skills:
* Knowledge of Windows 10 and Microsoft Office 365.
* Understanding of PC hardware and operating systems.
* Awareness of Active Directory usage.
* Experience logging tickets in ITSM call logging software.
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