Posted 22 days ago
Description
IT Service Desk Analyst - Permanent - London - £49,000 per annum
A fantastic opportunity has arisen for an IT Service Desk Analyst to join our London based law firm on a permanent basis.
Key Responsibilities
- Log, categorise, and manage incidents and service requests received via calls, email, and self-service tools.
- Follow agreed procedures to identify, record, and prioritise incidents, ensuring accurate documentation and timely updates.
- Provide 1st and 2nd line technical support, resolving incidents wherever possible to achieve a high first-time fix rate.
- Escalate complex issues to specialist technical teams when required.
- Deliver desk-side support to diagnose and resolve user issues where remote resolution is not possible.
- Maintain accurate records of incidents, actions taken, and resolutions within the service management system.
- Contribute to the creation and maintenance of technical support documentation and knowledge resources.
- Investigate problems in systems, processes, and services, assisting with implementation of corrective actions and preventative measures.
- Identify opportunities for service improvement and contribute to continuous improvement initiatives.
- Promote and apply appropriate IT support methodologies, tools, and best practices.
- Participate in shift rotations and on-call support to ensure service availability outside standard hours.
Key Experience
- Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
- Strong understanding of incident management and service request handling using structured processes.
- Proficiency supporting Microsoft 365 applications, including Word and Excel.
- Experience documenting incidents, resolutions, and support procedures within service management systems.
- Knowledge of problem investigation and resolution techniques for systems, processes, and services.
- Familiarity with ITIL practices; ITIL Foundation certification required.
- Experience supporting or working with legal-sector IT applications such as 3E Cloud, BigHand, and NetDocuments desirable.
