Job Description
IT Support Analyst / 1st/2nd Line Support Analyst
A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis.
IT Support Analyst / 1st/2nd Line Support Analyst
Key Responsibilities:
• Providing a professional and consistent level of Technology support to all staff
• Responding to incoming incidents and requests at first point of contact reported via all
mediums
• Ensuring all incidents and requests are accurately recorded at the time of being reported
and responded to within a set Service Level Agreement
• Maintaining and updating incidents and requests in your own as well as the Service Desk
ticket queues
• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues
• Keeping customers apprised and updated
• Escalating problems to the senior team members and third-party suppliers where necessary
IT Support Analyst / 1st/2nd Line Support Analyst
Attributes/Skills:
• Good troubleshooting and analytical skills
• Experience providing support for a Law Firm environment
• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC Hardware and operating systems
• Awareness of using Active Directory
• Experience of logging tickets in ITSM call logging software
IT Support Analyst / 1st/2nd Line Support Analyst