Support Analyst - Service Desk (Birmingham)
We are seeking an individual to join our Service Desk team as a Support Analyst based in Birmingham. This role involves delivering exceptional customer experiences through every interaction with colleagues and stakeholders. You will be the first point of contact, providing high-quality 1st & 2nd line technical and application support via phone, email, and our ticketing system (ServiceNow), ensuring issues are resolved promptly and service continuity is maintained.
We are looking for a dynamic, client-focused individual with demonstrable experience in end-user support, preferably within an ITIL environment and familiar with incident management processes. Experience within the legal sector or professional services is advantageous. You should be confident working with a range of technologies, particularly the Microsoft stack, and skilled in troubleshooting hardware (laptops, desktops, mobile devices), AV systems, and video conferencing in critical settings. Strong problem-solving skills, clear communication, and the ability to support users at all levels are essential. Organizational skills and a calm, prioritized approach under pressure are also important, along with a user-centric attitude towards service delivery.
Desirable Skills/Experience
* IT/Information Systems qualification
* Experience supporting legal software platforms (e.g., iManage, BigHand, Time Recording)
* ITIL Foundation certification
Gowling WLG has been recognized as one of the best places to work in the UK, ranked by Great Place to Work for 25 consecutive years.
Benefits
* Hybrid working model (office and remote)
* 25 days annual leave, with an option to buy an extra week
* Free private medical insurance, with family options
* Generous pension scheme
* Life assurance (up to four times salary)
* Three-month sabbatical every five years
* Maternity, paternity, and adoption leave
* Health and wellbeing programs
* State-of-the-art offices overlooking Tower Bridge, London
* Training and personal development opportunities
Equal Opportunities
Gowling WLG is committed to promoting equality and diversity and provides equal employment opportunities regardless of race, religion, age, disability, sexual orientation, gender identity, marriage, or pregnancy. We aim to attract and retain talented individuals from diverse backgrounds, fostering a rewarding and inclusive workplace.
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