IT Service Desk Analyst (FTC)

Global Law firm need multiple Service Desk Analysts to come on board, and be responsible for providing operational 1^st and 2^nd line IT technical support to all internal staff and Partners.

The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team.

Responsibilities:

• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
• Ensure that incidents and 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.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Promptly allocate incidents and requests as appropriate.

Key requirements:

• At least 1 years’ experience within a similar Service Desk environment – desirable.
• A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service
• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way.
• An enthusiasm and passion for excellent customer service. 
• The ability to work in a team environment to achieve service levels as a group and individually.
• The ability to work on their own initiative, prioritise and manage workload effectively, often under pressure.
• The ability to keep up to date with new technologies, systems and solutions.
• The ability to think logically, analyse situations and solve problems.

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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