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IT Service Desk Analyst - Law Firm

IT Service Desk Analyst - Law Firm
London
£30,000 to £34,000 + Bonus Scheme + Benefits

Our client is a leading UK based Law Firm who is now embarking on a vast cloud based project and moving a number of applications to the cloud. To enhance the many projects being carried out, the firm is now looking to recruit an experienced IT Service Desk Analyst who comes from a Law firm IT environment.

You will be skilled in both 1st & 2nd line Analyst support skills and will be familiar with all aspects of cloud commuting which includes Office 365 & Skype for Business.

Key Duties and Responsibilities for the IT Service Desk Analyst

  • Provide 1st and 2nd line user support via telephone, remote connection and desk-side visits
  • Identify the nature of technical problems and work with colleagues and external suppliers as required
  • Maintain records within service management toolset of incidents, requests, problems and asset changes. Taking appropriate action to ensure incidents are managed in a timely manner
  • Resolving customer issues or escalating where necessary, aiming to achieve a high % first time fix and positive customer experience
  • Set-up users, computers, mobile devices, other peripherals and access rights on the approved systems as directed and in accordance with agreed policies
  • Proactively look for ways to improve customer processes or support operations including the creation of support documentation
  • Any other ad hoc projects as required

ITIL Certification is desired for this role although not essential.

This role is suited to an individual that has carried out similar duties within a Law Firm IT department. The position is based in West London and pays a salary of up to £34,000 + Bonus Scheme + Great Benefits including paid lunch each day!

** Please ONLY apply if you have experience of working in a Law Firm IT environment.

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