IT Service Desk Analyst

Full Time London London IT Job Pro UK

IT Service Desk Analyst
Central London
£25-30K
Are you an It Service Desk Analyst with experience working withing the legal sector? I am working with a leading London law firm who are looking for a Service Desk Analyst to Join their growing team

Main duties and responsibilities
*Capturing, logging and dealing with calls, emails and self-service actions to the IT Service Desk
*Following agreed procedures, identifies, registers and categorises incidents.
*Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
*Resolution of incidents where possible, aiming to achieve a high first time fix rate. Escalation to Systems Team as necessary. Incident resolution may involve desk-side support.
*Contributes to creation of support documentation
*Proactively looks for improvement areas as part of continuous improvement process
*Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
*Promotes and ensures use of appropriate techniques, methodologies and tools.
*Any other ad hoc projects as required.

Personal attributes & Skills
*ITIL foundation essential
*CompTIA A+ desirable
*Strong technical skills across Microsoft Office 2016 products, ideally with a MOS qualification in Word and Excel
*Knowledge of legal based IT applications e.g. Rekoop, BigHand
*Strong experience working in a similar role, within the legal sector, with a similar team size
*Demonstrates a passion for customer service with excellent English written and verbal communication skills
*Exhibits confidence to be an exemplar, problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
*Experience of working in a fast paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
*In depth experience of incident, request and problem management
*Excellent communication and presentation skills with the ability to convey technical information to non-technical staff
*Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
*Ability to think and work independently, and as part of a team and to take responsibility
*Be adaptable to changing requirements and technologies with the ability to assimilate new packages when required
*Positive and robust attitude with a high level of personal motivation
*Flexible approach to working

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