Description
Service Desk Analyst
My client are a global law firm based in central London. They are seeking a customer focused Service Desk Analyst to come on board on a contract basis during a busy period and with a good chance to be kept longer.
The IT Department operates 24 hours a day, 7 days a week. The team is the key interface between the users and the Operations, Projects, and Development teams. We are seeking a highly customer service driven Service desk analyst who really puts the customer first and thrives on providing first class service.
Duties and Responsibilities of the Service Desk Analyst
- Acting as the first point of contact for all IT-related support for the firm, ensuring that each support call is dealt with promptly, efficiently, competently, and professionally.
- Technical skills should include: Microsoft Office Suite ), Microsoft Teams, Zoom, Windows 10, Document Management System (FileSite), Time recording systems (IntApp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare compare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Remote Access (VPN, RSA, Citrix), Mobile technologies (BlackBerry Work, iOS, Android, inTune), Remote desktop (VNC/TeamViewer).
- Using our client's IT Service Management tool (ITSM) to provide appropriate troubleshooting tracking log, escalation, and documentation.
- Owning call resolution from first contact through to customer satisfaction.
- Ensuring all calls that cannot be resolved are escalated in the correct process.
The Service Desk Analyst should have superb troubleshooting skills, with demonstrable general knowledge of hardware, such as laptops, and mobiles.
- A minimum of six months' IT help desk support experience.
- Experience of core Microsoft Office 2016 products - Word, Excel, PowerPoint and Outlook.
- General understanding of legal software is advantageous.
- Audio/Video conference knowledge desirable.
- ITIL Foundation qualification desirable.
Service Desk Analyst
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.