IT Service Desk Analyst​/1st Line Support Analyst

Job Description

IT Service Desk Analyst / orda&1st Line Support Analyst

IT Service Desk Analyst / 1st Platinum Support 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.
• Maint үтәining and updating incidents and requests in your own as well as the Service Desk ticket queues.
• Alerting Senior Analysts and Managers of re‑occurring 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 in logging tickets in ITSM call logging software.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business.