Senior Service Desk Analyst

Plan Net Limited
London (Greater)
03 Nov 2017
16 Nov 2017
Contract Type
Full Time

Senior Service Desk Analyst role ? based on-site at a LEADING MULTI-NATIONAL LAW FIRM ? situated in Central London. An exciting opportunity has arisen for a proven Senior Service Desk analyst ? with a minimum of 2 YEARS OF EXPERIENCE ON PROFESSIONAL SERVICES SERVICE DESK OR FOR A MANAGED SERVICE PROVIDER ? to work on-site within the highly prestigious offices of a leading multi-national law firm.


To provide 1st and 2nd line technical support in line with contractual and Non-contractual SLAs to our Legal sector client onsite.


  • Provide first point of contact for all legal sector customers in a professional, friendly and customer focused manner
  • Receive, log, take ownership, escalate and monitor fault reports and service requests throughout their lifecycle using the service management tool provided
  • Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
  • Ensure all telephone calls and tickets are handled in accordance with quality standards set out
  • Ensure all modes of customer contact are monitored and responded to ? Telephone calls, Self Service tickets, Emails, Walk ups
  • Fully understand clients contractual and non-contractual SLAs
  • Ensure correct Plan-Net and client security procedures are adhered to at all times
  • Be available to answer client calls in line with Speed to Answer measure set out
  • Promote IT good practice within your team and throughout the business
  • Work unsupervised to maintain the on-going demands of the service
  • Collaborate and work with Team Leader to deliver service quality
  • Work effectively as part of a team and actively participate in team meetings
  • Create and maintain knowledgebase, guides and documentation
  • Participate in client/team SME programme where required and applicable


  • A minimum of 2 years? experience working within a Professional Services Service Desk or for a Managed Service Provider
  • Advanced Knowledge of the use of and support of MS Office suites, specifically 2010 - 2013
  • Advanced Knowledge of the use and support of Windows operating systems, specifically 7 and 8
  • Experience of working to SLA?s and KPI measures
  • Good understanding of Incident/Request management and ticket handling
  • Previous use of a Ticket Management system
  • Working knowledge and experience supporting Citrix and Home working solutions (VPN/Network connect/Direct Access)
  • Experience of supporting and managing mobile devices such as iPhone and BlackBerry
  • Knowledge of PC/Laptop builds and software installations
  • Experience working with ACD Software
  • Strong interpersonal and customer services skills
  • Excellent communication skills, both written and verbal


  • An understanding of virtual environments
  • An understanding of legal sector applications, such as document and case management systems
  • Desk-side support experience within a Professional Services environment
  • Understanding of ITIL

About us:

Plan-Net is a leading IT service provider that has been transforming the IT of organisations, large and small, for over twenty seven years. We work with leaders in a number of sectors including, amongst others, Finance and Legal, providing high quality IT outsourced, co-sourced, managed services, consultancy, and managed sourcing solutions. This is a great opportunity to be part of our growing team here at Plan-Net and get immediate exposure to high-profile, corporate organisation.

What to do next:

If you are ready to progress your career and join team Plan-Net please apply now.

Shortlisted applicants will be contacted.

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