Desktop Support Analyst / 2nd Line Support Analyst
A fantastic opportunity has arisen for a Desktop Support Analyst / 2nd Line Support Analyst to join our Manchester-based global law firm on a permanent basis.
Key Responsibilities
* Providing a professional and consistent level of technology support to all staff
* Responding to incoming incidents and requests at first point of contact reported via all mediums
* Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
* Maintaining and updating incidents and requests in your own as well as the Service Desk
* Alerting senior analysts and managers of reoccurring incidents and potential issues
* Keeping customers apprised and updated
* Escalating problems to the senior team members and third‑party suppliers where necessary
Attributes / Skills
* Experience working within a legal environment is essential
* Knowledge of Windows 10 and Microsoft Office 365
* Understanding of PC hardware and operating systems
* Awareness of using Active Directory
* Experience logging tickets in ITSM call logging software
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