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