Service Desk Analyst

Service Desk Analyst

• Liverpool (3 days p/week in office)
• £25,000 - £28,000 p/annum
• Permanent

Join a Global Law Firm as a Service Desk Analyst and be at the forefront of supporting a dynamic team of legal professionals worldwide. With over 750 users in the UK alone, you'll play a crucial role in ensuring seamless operations by providing excellent support for Microsoft Office 365 and specialized legal applications. If you thrive in a fast-paced environment, excel under pressure, and enjoy taking initiative, this is the perfect opportunity for you. Join us in delivering exceptional service and being a key player in our global success story.

The Service Desk team is responsible for providing support (telephone and email based) and troubleshooting in a varied environment, managing applications including Microsoft Windows 10, Active Directory, Exchange, iManageDMS, BigHand and various bespoke software packages.

Key Responsibilities:

• Be the first point of contact for hardware and software issues.
• Efficiently log incidents, requests, and problems.
• Provide end-to-end resolution for 1st line support tickets.
• Collaborate with colleagues across the firm to ensure quick and professional issue resolution.
• Monitor and ensure timely resolution of open calls.
• Contribute ideas for improving service quality and customer satisfaction.
• Diagnose hardware issues promptly.
• Maintain thorough documentation and share knowledge with the team.
• Continuously seek ways to enhance service quality and customer satisfaction.

Knowledge, skills and experience

• Ideally, 1-3 years experience working as a Service Desk Analyst or in a customer support role.
• Knowledge of Microsoft Office 2010 or above (ideally 365).
• Good experience of working with Windows 10.
• MS Exchange experience.
• iManage or alternative document management system knowledge an advantage.
• Good knowledge of Outlook.
• Understanding of Active Directory.
• Knowledge of ITIL framework.
• Excellent team player, positive and collaborative.
• Ability to communicate effectively both within the team and with people at all levels across the firm.
• Excellent call-handling and problem-solving skills.
• Willingness to learn and develop within a busy support environment.
• Strong customer service skills.
• Able to work well under pressure.
• Law firms or professional services experience an advantage.

Apply today and join us in delivering top-notch support to legal professionals worldwide, and be part of a team where your expertise is valued and your growth is nurtured.