Service Desk Analyst
- Liverpool (3 days p/week in office)
- £25,000 - £28,000 p/annum
- Permanent
Join a Global Law Firm as a Service Desk Analyst and be at the forefront of supporting a dynamic team of legal professionals worldwide. With over 750 users in the UK alone, you'll play a crucial role in ensuring seamless operations by providing excellent support for Microsoft Office 365 and specialized legal applications. If you thrive in a fast-paced environment, excel under pressure, and enjoy taking initiative, this is the perfect opportunity for you. Join us in delivering exceptional service and being a key player in our global success story.
The Service Desk team is responsible for providing support (telephone and email based) and troubleshooting in a varied environment, managing applications including Microsoft Windows 10, Active Directory, Exchange, iManageDMS, BigHand and various bespoke software packages.
Key Responsibilities:
- Be the first point of contact for hardware and software issues.
- Efficiently log incidents, requests, and problems.
- Provide end-to-end resolution for 1st line support tickets.
- Collaborate with colleagues across the firm to ensure quick and professional issue resolution.
- Monitor and ensure timely resolution of open calls.
- Contribute ideas for improving service quality and customer satisfaction.
- Diagnose hardware issues promptly.
- Maintain thorough documentation and share knowledge with the team.
- Continuously seek ways to enhance service quality and customer satisfaction.
Knowledge, skills and experience
- Ideally, 1-3 years experience working as a Service Desk Analyst or in a customer support role.
- Knowledge of Microsoft Office 2010 or above (ideally 365).
- Good experience of working with Windows 10.
- MS Exchange experience.
- iManage or alternative document management system knowledge an advantage.
- Good knowledge of Outlook.
- Understanding of Active Directory.
- Knowledge of ITIL framework.
- Excellent team player, positive and collaborative.
- Ability to communicate effectively both within the team and with people at all levels across the firm.
- Excellent call-handling and problem-solving skills.
- Willingness to learn and develop within a busy support environment.
- Strong customer service skills.
- Able to work well under pressure.
- Law firms or professional services experience an advantage.
Apply today and join us in delivering top-notch support to legal professionals worldwide, and be part of a team where your expertise is valued and your growth is nurtured.