IT Senior Support Analyst/Senior Service Desk/Support Analyst A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our Guildford based law firm on a permanent basis. IT Senior Support Analyst/Senior Service Desk/Support Analyst Responsibilities and Duties: • Provide exceptional, high quality IT support to regional offices to consistently meet customer expectations. • Always maintain a customer-focused approach and build relationships with key customers. • Oversee the Regional Team to ensure they maintain a consistent and professional standard of support and adhere to defined policies and procedures. • Utilise advanced technical expertise to address complex and challenging customer queries and requests and provide guidance to UK Regional team members to facilitate ticket progression. • Proactively monitor team member and account admin queues to ensure regular customer updates, ticket progression and resolution. • Monitor aged calls daily and ensure appropriate action is taken to resolve. • Conduct regular ticket quality checks to improve the quality of information being captured and provide valuable insights into incidents and requests reported across the regional offices. IT Senior Support Analyst/Senior Service Desk/Support Analyst Knowledge, Sills and Experience: • ITIL Foundation qualified (or willing to study towards it) • Good understanding of ITSM systems • Knowledge of typical law firm applications including PMS, document management systems, Microsoft office, document comparison tools, CRM and time recording • Excellent technical knowledge of hardware, operating systems, and networks IT Senior Support Analyst/Senior Service Desk/Support Analyst