1st / 2nd Line Service Desk Analyst – London – £30,000
Our client is an International Technical Consultancy form providing services to the Professional Services sector. They are now looking to recruit a 1st/2nd Line Service Desk Analyst. The main responsibilities will be to provide first rate 1st and 2nd line Desktop and PC Software support to the managed services clients.
The Service Desk Analyst will demonstrate ownership of calls and become proactive in resolving all issues reported to the IT Support team within the agreed SLA’s and timescales and own such issues through to successful resolution, escalating where appropriate to the relevant 2nd/3rd line support teams/management. As well as the analytical mind set and technical experience required to work with technical contacts, you will need to have excellent communication and interpersonal skills for those less technically inclined.
Knowledge & Experience:
A good standard of education with excellent skills in English and Mathematics.
Experience of working in a law firm as part of an IT Support Team (minimum of 2 years)
Sound knowledge of networking, messaging and desktop applications
Essential working knowledge of: Ms Office 2003 & 2010; Windows XP and 7; Exchange 2003; Windows Server 2003+; SQL 2005 or higher; Arcserve / Backup Exec; Mimesweeper or other virus protection software; Message Labs / Mimecast; Citrix; Blackberry and mobile devices; digital dictation.
Familiar with legal applications such as: Filesite; InterAction; Workshare; Laserforms;
High-level customer service and organisational skills
Good understanding of SLA’s, KPI’s and general call management
Solid understanding of IT support service, functions and skills
Location for this role is London and salary is up to £30,000
To apply contact Mark Lennard at Lewis Paige on 0207 871 9909 or email firstname.lastname@example.org