Service Desk Analyst - Liverpool

Are you a skilled Service Desk Analyst looking to work for an international law firm? They successfully achieved the Legal Technology Team of the Year award, acknowledged for their innovation!

They have 300+ partners worldwide, supporting 750+ users, and cover a variety of different sectors. Additionally, you will be joining a team of 17, supporting projects, applications, infrastructure, and troubleshooting.

This is a permanent opportunity, offering hybrid working, with a salary of 25,000 - 30,000 including tailored benefits!

Law firm or professional services experience is an advantage .

What does the role entail?

As the Service Desk Analyst, you will join the IT Services Team and will report to the IT Service Desk Supervisor.

Key responsibilities:

• First point of contact for all support of hardware and software problems.
• Logging of incidents, requests, and problems
• End to end resolution of 1st line support tickets.
• Working with people at all levels of the firm to ensure productivity and that issues are quickly and professionally resolved.
• Monitoring open calls, ensuring resolutions and appropriate updates are carried out.
• Suggest and develop ideas for improving service quality and customer satisfaction.

What skills will you have?

The ideal candidate will meet these requirements:

• 1-3 years' experience working as a Service Desk Analyst OR in a customer support role.
• Knowledge Microsoft Office 2010 or above (ideally 365).
• Good experience of working with Windows 10.
• MS Exchange experience.
• Good knowledge of Outlook.
• iManage or alternative document management system knowledge an advantage.
• Willingness to learn and develop within a busy support environment.

What is on offer?

A salary of 25,000- 30,000 is on offer, working for an international law firm that supports agile working. Hybrid working is also on offer, with 3 days in the office, and 2 days home office.

They prioritise wellbeing and believe in investing in you and providing tailored benefits designed to support you and your family!