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IT Service Desk Analyst X2 – Global Law Firm

Reference: 19842

Location

Belfast, County Antrim

Salary

£22000 - £26500

Job Type

Permanent

Date Posted

04 May, 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.

 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.
  • 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

Benefits

  • 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

This is a fixed term contract until the end of October 2022.

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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