12 month FTC: IT Service Desk Analyst at Prestigious US Law Firm, up to £35,000

  • Job Type :



  • Salary : Up to £35,000 + Excellent Benefits

Successful London based US law firm is looking to hire a permanent Help Desk Lead to assist personnel in multiple London office locations, offering a first class service, dealing with incidents and requests as necessary.  Responsibilities will include being an example and inspiring others in the team to harmonious success to meet agreed service levels, including recruitment, appraisal and personal development for team members, monitoring service desk function and collecting performance data, maintain shift rotas, ensuring that tracking and monitoring of performance is carried out, metrics and reports are analysed, and issues are resolved, responsible for the resolution of incidents where possible, aiming to achieve a high first time fix rate, coordinating and escalation to Systems Team or third parties as necessary, incident resolution may involve desk-side support, deputise for the IT Service Delivery Manager on major incidents, assisting with the specification, development, research and evaluation of service standards, making recommendations for Service Improvement plans and ensuring actions are followed through to completion in a timely manner. Candidates must have strong experience in a similar role, preferably within the legal sector, an ITIL foundation accreditation is also essential.