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Service Desk Analyst

  • Job Type :

    Permanent

  • Salary : Up to £20,000 + Full Benefits Package

Our fantastic international law firm client is currently looking for a Service Desk Analyst to join the IT team in their Liverpool office, the main focus is to provide support to a 750+ UK user base, Supporting users with Microsoft Office 365 and various legal specific applications.

 

The main responsibilities for this role include to be the first point of contact for all support of hardware and software problems, logging of incidents, requests and problems, end to end resolution of 1st line support tickets, working with people at all levels of the firm to proactively, ensuring productivity and that issues are quickly and professionally resolved, monitoring open calls, ensuring resolutions and appropriate updates are carried out, suggesting and developing ideas for improving service quality and customer satisfaction, initial response and diagnosis of hardware issues, ensure logging, tracking and updating of service management system via ITIL based processes, preparation of documentation and gathering of information to knowledge share with team, suggesting and developing ideas for improving service quality and customer satisfaction.

 

Candidates must have previous experience working within a Service Desk role or similar within a law firm environment. The core hours for this role are 9.30am – 5.30pm and this role is paying up to £20,000