1st Line Support Role - London -

The Role
My client is an esteemed international commercial law firm, with a strong presence across various global locations, including Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong.
The Service Desk 1st Line Analyst is an integral part of the IT Operations team, reporting to the Service Delivery Manager, with guidance provided by a Team Leader. The IT Operations team is a friendly and diverse group encompassing Service Delivery Management, Infrastructure, Solutions Architecture, and Security Architecture, spanning multiple locations across the UK. No two days are alike, and you'll have the opportunity to collaborate with other IT Operations teams, Project Management, and users across the UK, Europe, and Asia.

Key responsibilities:

• Troubleshoot and Resolve: Investigate and resolve user issues, striving for first-time resolution while ensuring that any escalations to the 2nd line have comprehensive information.
• User Communication: Maintain open communication with users, keeping them informed about the progress of their support ticket.
• Service Level Management: Monitor call queues to meet and exceed Service Level targets, including 'abandonment,' 'average speed to answer,' and 'first-time fix.'
• Team Collaboration: Collaborate with 2nd Line and Desktop support when necessary, assisting with project work and increased demand.
• Knowledge Sharing: Contribute to and facilitate knowledge sharing by creating and maintaining knowledge base articles.
• Problem Identification: Collaborate with Service Management to identify and resolve underlying IT problems and trends.
• Ad-Hoc Support: Provide ad-hoc support for key business users, ensuring their issues are addressed promptly.
• ITIL Standards: Execute all activities in compliance with best-practice ITIL standards.

Essential:

• Excellent Communication Skills: Strong verbal and written communication skills are crucial.
• IT Service Desk Experience: Proven experience working on an IT Service Desk is a must.
• Service Excellence: Demonstrate enthusiasm and commitment to providing outstanding service.
• Customer Service Skills: Exceptional customer service skills to ensure a positive user experience.
• Technical Proficiency: Good/broad knowledge of Windows 10, MS Office, MS Server, AD, Network terminology and function, Laptop/Desktop/Printer hardware.
• Calm Under Pressure: The ability to remain composed and effective in high-pressure environments.
• ITIL Experience: Demonstrable experience working with ITIL-based processes.
• Cyber Security Awareness: A strong awareness of Cyber Security Threats.
• Team Player: Ability to work collaboratively as part of a team.
• Resourcefulness and Dynamism: Be resourceful and dynamic in approaching and resolving IT challenges.

Desirable:

• Solarwinds Desktop/Samanage ITSM Suite Experience: Experience with these tools would be beneficial.
• ITIL Qualifications: Possession of ITIL certifications is a plus.

Legal Environment Experience: Experience working in a legal environment.