IT Service Desk Analyst

IT Service Desk Analyst / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for a IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Glasgow based law firm on an initial 12‑Month Fixed Term Contract.

• Provide end‑user IT assistance on all core desktop applications and technologies.
• Assist the Service Desk Delivery Manager in the triage of tickets, including:
• Serving as the end‑user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
• Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
• Prioritise service incidents and tickets to the Service Desk Analysts following established procedures – including assigning tickets to the appropriate team member based on their expertise, workload, and location.
• Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
• Ensure customer satisfaction through continuous status updates and information sharing.
• Ensure problem descriptions and resolutions are accurate in our ITSM solution.

• Strong work ethic with a keen attention to detail.
• Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
• Provides exceptional customer service by actively listening, showing empathy, and paying.
• Proactively follows up on problems and anticipates customer concerns.
• A good understanding and working knowledge of Microsoft solutions, including – but not limited to – Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
• A good understanding of supporting end users within Citrix environments.