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IT Deskside Analyst

Reference: 20012


Belfast, County Antrim


£22000 - £28000

Job Type


Date Posted

13 June, 2022

IT Deskside Analyst

This Top Global Law Firm is looking for an IT Deskside Analyst to join there ever-growing IT team based right here in Belfast. With the opportunity to provide IT Support to some of the Top lawyers and partners all-round the globe, from New York to Sydney to Dubai and many more. This really is the perfect opportunity to develop your skills with some of the top IT systems.

What you’ll do

  • Ensuring incidents and requests are fully documented and updated in our ITSM solution (BMC Helix)
  • Acting as the visual face of IT and provide exceptional customer service
  • Ensuring the appropriate action is taken to investigate and resolve incidents in systems and services
  • Maintaining effective working knowledge of incident resolution across all areas of the GSD in order to maximise customer service and call resolution
  • Ensuring accurate and timely updates are maintained in the Service Management Application.
  • Consulting with 2nd & 3rd line technical teams to resolve incidents that are beyond the technical scope of the Deskside team
  • Receiving and handling requests for support following agreed procedures
  • Promptly allocating calls/requests as appropriate
  • Maintaining relevant records (CMDB)
  • Providing on-site and remote hardware support for the Belfast office
  • Taking responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLA’s.
  • Ensuring that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
  • Managing all tickets accurately using the BMC Helix Service management tool
  • Working with suppliers to raise hardware quotes and ensure delivered goods & services are in line with agreed SLA’s
  • Working with suppliers to ensure there is adequate stock levels of peripherals and IT equipment in the Belfast office

What you need

  • Thorough knowledge of Service Desk and Deskside operations to include a good knowledge of IT best practice, industry trends and customer service.
  • Knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of delivering IT Deskside services & support.
  • Thorough understanding of SLAs and KPIs
  • Experience of working in complex, high pressured working environment
  • Proven track record of successfully working within an IT Deskside function
  • Proven experience working in an IT Customer services role
  • Experience with BMC Helix ITSM Solution and Genesys Automatic Call Distribution System would be beneficial
  • Experience with A/V hardware including video conferencing technologies
  • Experience of iMacs and Apple Products is desirable but not essential
  • Degree qualified – preferred
  • Minimum “A” level standard education
  • Completion of ITIL Foundation is desirable

What you get

  • Competitive base salary
  • Flexible working approach
  • Perks Card
  • Mental health & health and wellbeing resources
  • Family and social events, including charity and social committees

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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