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IT Service Desk Analyst X2 – Global Law Firm

Reference: 19843


Belfast, County Antrim


£22000 - £26500

Job Type


Date Posted

13 June, 2022

This Top Global Law Firm is looking for X2 – IT Service Desk 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.


  • 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.
  • 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.
  • Promptly allocate incidents and requests as appropriate.
  • Meet all OLA Service activity targets in line with performance targets defined for the technology service.
  • Appropriate escalation of incidents and requests to the IT Support Team Leader.
  • Follow processes to ensure that a high quality of service is provided to both internal and external customers.

What you need

  • An enthusiasm and passion for excellent customer service.
  • The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
  • 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 awareness of business-critical incidents and their potential implications for the business.
  • A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
  • Proven experience in a customer facing role.
  • Experience with ServiceNow or similar IT Service Management tool and ININ or similar Automatic Call Distribution (ACD).
  • GCSE Maths and English (C or above) or equivalent qualification – essential.
  • At least 1 years’ experience within a similar Service Desk environment – desirable.
  • ITIL Foundation – desirable


  • Hybrid Working – 60% office, 40% working from home.
  • 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.
Terms and Conditions and Privacy Policy on www.abacus.careers

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