Service Desk Analyst
Liverpool
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.