Service Desk Analyst


Paying up to £215


IT Networking and Infrastructure

Job Type




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Our client is looking for a bright, communicable and driven Service Desk Analyst to join their team out of hours team to act as the first point of contact.

The Service Desk is a key function within IT, providing the first point of contact for the firm. Providing consistent customer care and maintaining quality standards are core competencies of the position, as is the ability to react quickly to changing priorities.

The successful candidate will combine their technical and interpersonal skills to allow for the effective analysis of incidents, having the capacity to proactively work on problems, whilst keeping a line of communication with the relevant stakeholders.

·Acting as the first point of contact for all business IT incidents
Answering all calls in a professional and helpful manner, providing world class customer service, with the objective of completely understanding the caller’s problem or requirement Investigating and resolving incidents to the best ability and escalating to 2nd and 3rd lines
·Ensure all Service Desks calls are recorded effectively in the call logging system
·Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, BigHand, Workshare, Enterprise vault, laser forms, VPN/AnyConnect, SfB, VMware, and Microsoft office 2010 applications.
·Airwatch, Citrix, Laptops/SP4, Desktops, Printers, Apple Android devices
Excellent understanding of ITIL best practice and ability to follow ITIL processes and procedures.
·Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.
·Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures.
·Monitoring Service Desk call lists to ensure all calls are being dealt with effectively and according the service standards.
·Contribute to Service Desk team meetings from an incident management perspective.
·Actively share information and knowledge with all members of the team.
·Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.
·Monitor and respond to all Service Desk voicemails and emails.
·Actively share information and knowledge with all members of the team.
·Ensuring that all processes & procedures as detailed in the Best Practice Guide.

Weekend and Weekday Shift pattern
3 days during the week of either 9:30 – 17:30 or 10:00 – 18:00 and then covering 2 shifts at weekend.

Weekend shifts will be two of the following:
Friday Night – shift
Saturday Day – shift
Saturday Night – shift or
Sunday Day – shift (as mentioned it will be 2 of those 4 shifts to cover)

The essentials skills and experience required for the role are:
·Good educational background, with good ‘A’ levels or similar level, and preferably to degree/ similar level or professional qualification or accreditation.
·Experience of working in a law firm in a service desk role is sought after.
·Must be able to demonstrate success in a similar role. Candidate must demonstrate ability to deliver outstanding service in a high-pressure environment working in a medium to large organisation
·Excellent understanding of ITIL best practice and experience of working in high pressured, demanding environment.
·Excellent Microsoft Office 2010 and Win 7 /10 skills, server and networking fundamentals.
·Good understanding of all technologies and an excellent understanding of user working methodologies

The desirable skills and experience required for the role are:
·ITIL qualifications are an advantage

Our client a leading and full-service international law firm with a network across Asia, Australia, Europe, the Middle East and the US. With more than 3,000 legal staff in
24 offices across 18 countries, they are one of the world’s largest law firms.

If this is what you are looking for from your next role, we look forward to hearing from you! Great roles like this don’t last long- submit your CV now to or call Amy on 020 7655 4609 to discuss whether this is right for you.