Senior Service Desk Analyst – Global Law Firm

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.

 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 1^st and 2^nd 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

• 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.
• A proactive outlook and ability to develop and maintain strong relationships with the service desk, deskside and 3rd line Service Delivery teams.
• An inquisitive nature and a desire to ensure that the task is completed.
• Significant experience of working in an ITIL environment.
• A good understanding of the Infrastructure and technology in use within A&O particularly in the fundamentals of Exchange, Document management, Network voice, SFTP.
• Sound working knowledge of Microsoft desktop products with experience of PC’s, peripherals, etc.
• Excellent working knowledge of BMC Helix Service Management tool.
• Experience working on a busy service desk, providing 1st line support to a large customer base.
• Good standard of education, to at least A-Level or equivalent.
• ITIL Foundation Certificate Minimum qualification.  Ideally, ITIL Practitioner Certificate in Service Desk/Incident Mgt
• A minimum of 1 year Senior Service Desk experience is essential

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 6 month fixed term contract 

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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