Service Desk Analyst- 1st line support

£23k - £25k pa + beneifts
10 Nov 2017
16 Nov 2017
Contract Type
Full Time
An opportunity to be a part of a dynamic and professional Service Desk is available for a 1st line support analyst based in Birmingham. Working within an international Law firm, you will be able to contribute to a talented team, utilising your technical and communication skills.

As a Service Desk Analyst, you will have a genuine passion for IT and the ability to communicate confidently and effectively with all parties. The team offer expert 1st line remote support to a wide ranging internal customer base via phone, email and a customer portal.

Working hours will be on a rota basis, so flexibility is essential. Overtime may be required, and where this is the case, extra shift allowance is paid when working these shifts.

Ideally, you will have had experience in the following:

Windows Operating Systems
Active Directory
Microsoft Office Suite 2010 to advanced level
Previous experience within an IT Service Desk/Help Desk environment and have knowledge of formal structured IT service management processes (eg. ITIL)
Experience of ticketing systems in a Service Desk environment.

The Role requires the following skills and experience:

Dealing with people at all levels of our business via telephone and Email.
A logical and structured approach in your thinking would be helpful, as well as being able to carefully follow policy and procedure to methodically handle/resolve issues.
Taking ownership of your own tickets and seeing them through to completion within agreed timescales
Escalation of service issues to appropriate support team
Performing management of the service desk queues to ensure end user expectations are met,alongside Service Level Agreements.

Interquest Group PLC is acting as an Employment Business in relation to this vacancy.
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