Service Desk Analyst


SteppingStones are currently, partnering with a leading legal client who are looking for a Service Desk Analyst to join their team. Reporting to the Head of IT Operations, the Service Desk Analyst will be responsible for providing effective end-user support for all staff across multiple jurisdictions.

Key Responsibilities:

  • Ensure customer service delivery is timely and accurate on a daily basis by effectively managing the ticket queue and ensuring proper assignment.
  • Provide initial response and resolution to all support queries, including end-user training across the team locally as well as the group.
  • Maintain responsibility for supervising and conducting hardware break fix operations, basic network and work station configuration in a Microsoft AD environment.
  • Raise concerns and provide recommendations to the Head of IT Operations through Service Desk trend analysis as well as creating and updating technical documentation as required.
  • Interact with Group IT on Infrastructure, Security and operational IT issues whilst collaborating on specific project as directed by the Head of IT Operations.

Essential Skills/Requirements:

  • A minimum of 4 years experience in an end-user support role.
  • A demonstrated ability to manage small technical project end-to-end and word independently.
  • An advanced working knowledge of the MS Office Suite.
  • Experience with Citrix, AdEx, IManage, Viewpoint and SharePoint (Advantageous).
  • A solid foundation in network administration, cyber security principles and application support.
  • Strong experience with Service Desk Applications and ITIL methodologies.

For more information on this exciting opportunity, please reach out to Ben at SteppingStones.

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