Service Desk Analyst

A fantastic opportunity has arisen for an IT Service Desk Analyst /1st Line Support Analyst to join our Leeds based legal and financial service provider on a permanent basis.

The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.

• Providing a professional and consistent level of Technology support to all staff
• Responding to incoming incidents and requests at first point of contact reported via all mediums
• Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
• Maintaining and updating incidents and requests in your own as well as the Service Desk
• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues
• Keeping customers apprised and updated
• Escalating problems to the senior team members and third-party suppliers where necessary

• Experience working within a law firm is highly desirable
• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC Hardware and operating systems
• Awareness of using Active Directory
• Experience of logging tickets in ITSM call logging software