Job Description:
A fantastic opportunity exists for an IT Service Desk Analyst to join a global law firm on a permanent basis.
The Service Desk Analyst will report to the Service Desk Manager and be assisted by the Service Desk Specialists and Senior Service Desk Specialist.
The primary point of contact within the IT Service Desk, the Service Desk Analyst must possess excellent customer service skills, the ability to multitask, and remain calm under pressure.
* Provide technology support to all staff
* Respond to incoming incidents and requests at first point of contact via all mediums
* E nsure accurate recording of incidents and requests, and respond within set Service Level Agreement
* Maintain and update incident and request queues
* Alert Senior Analysts and Managers of reoccurring incidents and potential issues
* Keep customers informed and updated
* Escalate problems to senior team members and third-party suppliers as necessary