IT Service Desk Analyst/1st Line Support Analyst

DGH Recruitment Ltd.

Posted on Jun 14, 2024 by DGH Recruitment Ltd.
Manchester, Lancashire, United Kingdom
IT
Immediate Start
£27k - £32k Annual
Full-Time

IT Service Desk Analyst/1st/2nd Line Support Analyst

A fantastic opportunity has arisen for a IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Manchester based law firm on a permanent basis.

IT Service Desk Analyst/1st/2nd Line Support Analyst

Responsibilities and Duties:

* Provide end-user IT assistance on all core desktop applications and technologies.
* Assist the Service Desk Delivery Manager in the triage of tickets, including:
* Serving as the end user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
* Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
* Prioritise service incidents and tickets to the Service Desk Analysts following established procedures - Including assigning tickets to the appropriate team member based on their expertise, workload, and location.
* Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
* Ensure customer satisfaction through continuous status updates and information sharing.
* Ensure problem descriptions and resolutions are accurate in our ITSM solution.

IT Service Desk Analyst/1st/2nd Line Support Analyst

Knowledge, Sills and Experience:

* Strong work ethic with a keen attention to detail.
* Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
* Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail.
* Proactively follows up on problems and anticipates customer concerns.
* A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
* A good understanding of supporting end users within Citrix environments.

IT Service Desk Analyst/1st/2nd Line Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business


Reference: 2776026352

https://jobs.careeraddict.com/post/92032528

This Job Vacancy has Expired!

DGH Recruitment Ltd.

IT Service Desk Analyst/1st Line Support Analyst

DGH Recruitment Ltd.

Posted on Jun 14, 2024 by DGH Recruitment Ltd.

Manchester, Lancashire, United Kingdom
IT
Immediate Start
£27k - £32k Annual
Full-Time

IT Service Desk Analyst/1st/2nd Line Support Analyst

A fantastic opportunity has arisen for a IT Service Desk Analyst/1st/2nd Line Support Analyst to join our Manchester based law firm on a permanent basis.

IT Service Desk Analyst/1st/2nd Line Support Analyst

Responsibilities and Duties:

* Provide end-user IT assistance on all core desktop applications and technologies.
* Assist the Service Desk Delivery Manager in the triage of tickets, including:
* Serving as the end user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.
* Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.
* Prioritise service incidents and tickets to the Service Desk Analysts following established procedures - Including assigning tickets to the appropriate team member based on their expertise, workload, and location.
* Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
* Ensure customer satisfaction through continuous status updates and information sharing.
* Ensure problem descriptions and resolutions are accurate in our ITSM solution.

IT Service Desk Analyst/1st/2nd Line Support Analyst

Knowledge, Sills and Experience:

* Strong work ethic with a keen attention to detail.
* Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
* Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail.
* Proactively follows up on problems and anticipates customer concerns.
* A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.
* A good understanding of supporting end users within Citrix environments.

IT Service Desk Analyst/1st/2nd Line Support Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business

Reference: 2776026352

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