Service Desk Analyst


Job Reference
Service Desk Analyst
Job Type
Northampton / remote
Salary Details
circa £25k (flexible) plus excellent benefits
Lisa Willshire
023 8081 7159

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Job description

Service Desk Analyst
Northampton, with some remote working
Salary up to £25k plus excellent benefits (inc. pension scheme, life insurance, private health care, dental health care, corporation discounts and more)

A leading UK law firm with an impressive list of household name commercial clients are looking to recruit a Service Desk Analyst to join the expanding team. Employees are able to do a mixture of both remote working and office based work in Northampton. With a turnover of over £150m and holding the “Platinum Standard” Investors in People award, our client has an excellent reputation within the legal field.

The Service Desk Analyst will provide first and second line IT support services through the IS Service Desk. Delivering the highest level of support and coaching to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment
Responsibilities will include but not limited to:
• On a rota basis staff the 'IS Service Desk' during core working hours (currently Mon-Fri 8am-6pm), managing the life cycle of a support incident through to resolution.
• To aid the Support Analysts to coordinate the provision of second line support through the IS Service Desk.
• Provide first and second line support, updating the appropriate Service Desk incident tickets, in response to requests from the business and Help Assistants.
• Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams
• Ensure you deliver a high level of service keeping incidents within Service Levels

Key skills (PLEASE NOTE not all essential):
• Good understanding of IT systems and infrastructure.
• Experience of providing support across multiple sites via a central Service Desk.
• At least 2 years IT support experience in a service industry.
• Familiarity with LAN (and WAN) technologies.
• Some experience of dealing with telecommunication systems ideally
• Good Presentation skills.
• Exposure to OLA’s and working to tight SLA’s and KPI’s ideally
• Able to use own initiative to resolve problems while working under pressure.
• Good A Levels/BTEC or above would be ideal
• Microsoft Product Certified / A + Certification useful
• Qualified at ITIL foundation level or above useful
• preferably some professional qualification such as MCP or MOUS certification.
• Any experience in a law firm, professional services firm or other service sector industry hig