IT Service Desk Analyst (2 Year FTC)

Do you have a burning passion for all things IT and a deep commitment to providing exceptional client service? If so, we have an exciting opportunity for you to join our IT team as an IT Service Desk Analyst for a 2-year contract at our Belfast office.

My client is a globally recognised law firm operating across more than thirty countries. They specialise in handling the most complex and crucial legal matters, delivering innovative solutions that empower our clients to grow and succeed. They are not just embracing change; they are leading it, fostering a culture that prioritises their people, embraces innovation, and integrates technology into our daily work.

Your primary responsibilities will include logging, troubleshooting, and resolving incidents as the first point of contact whenever possible, as well as ensuring requests are processed efficiently and effectively.

What You Will Do:

• Serve as the single point of contact for customers, addressing IT issues and inquiries via phone, email, or the self-service portal.
• Take ownership of incident resolution, with the goal of resolving as many incidents as possible at the first line.
• Maintain a comprehensive understanding of incident resolution across all areas of IT Support to optimize customer service and first-contact issue resolution.
• Ensure that incidents and requests are promptly logged, assigned, tracked, and responded to in accordance with established standards and procedures.
• Provide timely updates within the IT Service Management System.
• Efficiently allocate incidents and requests as necessary.
• Meet all Operational Level Agreement (OLA) activity targets and performance goals set for the technology service.
• Demonstrate flexibility in working hours to support the team and ensure seamless operation during out-of-hours periods.
• Follow established processes to ensure the provision of high-quality service to our users.
• Collaborate as a team to deliver exemplary service to our customer base.

Additionally, you stand out if you have:

• At least 2 years of experience in a call centre environment.
• At least 1 year of experience in an IT support environment.
• Experience providing support for Cloud-based solutions, e.g., Office 365, InTune, Azure, etc.
• ITIL Foundation certification (desirable).
• Previous IT customer service experience.
• Work Hours: Rotational shifts between 8:00 am – 8:00 pm, Monday to Friday.

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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