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Senior IT Service Desk Analyst

Reference: 21266


Belfast, County Antrim



Job Type


Date Posted

24 July, 2023

Senior IT Service Desk Analyst

This Top Global Law Firm is looking for Senior 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.


  • Acting as a single point of contact for customers contacting the IT Global Service Desk via phone, email or self-service portal.
  • The resolution of incidents and work orders ensuring as many of these are resolved on a 1st and 2nd line level as possible, including a working knowledge of incident and work order resolution across all areas of IT Support in order to maximise customer service and first-time fixes.
  • Ensuring that incidents and work orders 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.
  • Following Global Service Desk processes to ensure that a high quality of service is provided to our customer base and will actively escalate incidents and work orders in line with IT Service Desk processes.
  • Supporting IT Global Service Desk colleagues with knowledge, information sharing and progressing support tickets 
  • Contributing to IT Problem Management to improve service and assist with IT Problem resolution.

What you need:

  • Excellent communication skills with the ability to explain technology clearly to non-technical staff.
  • Good organisational skills and experience in a strong technical oriented role within a customer support environment.
  • An inquisitive nature and a desire to ensure that the task is completed.
  • 2-3+ years experience of working in a busy ITIL environment providing 1st and 2nd line experience 
  • Experience working with ticket management and Automatic Call Distribution (ACD) technologies, Windows Azure, O365, InTune and other Cloud based technologies.
  • Working knowledge of Microsoft desktop products with experience of PC’s, peripherals, etc.
  • Knowledge of Major Incident and Problem Management processes.
  • An IT Related Degree with 2-3+ years relevant experience OR ITIL Foundation Certificate Minimum qualification.  Ideally, ITIL Practitioner Certificate in Service Desk/Incident Mgt and significant proven IT Service Desk experience gained at both 1st line and 2nd line levels to a minimum of 4 years.


  • Great basic salary
  • Career Progression – massive opportunity for career progression – evident in this team and our client is also known for its internal mobility
  • Hybrid Working – 60% office, 40% working from home.
  • Excellent benefits package
  • Perks Card
  • Mental health & health and wellbeing resources
  • Family and social events, including charity and social committees
  • No weekend work
  • Optional overtime paid at x 2+

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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