Service Desk Analyst

2i Limited
11 Nov 2017
16 Nov 2017
Contract Type
Full Time

Service Desk Analyst


9 month FTC

Competitive Base salary

One of the world?s largest law firms are on the hunt for an experienced Service Desk Analyst to join their expanding team in Belfast.

The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team. The successful candidate will be responsible for handling, logging and fulfilling requests within their remit, or passing requests to an appropriate team. Both incidents and requests should be handled within the agreed operational framework of policies and processes whilst minimising impact to the customer and providing an excellent level of customer service.


  • The awareness of business-critical incidents and their potential implications for the business.
  • The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
  • A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
  • A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
  • An understanding of all technologies used by A&O, business working practices and an understanding of the core applications.
  • Proven experience in a customer facing role.
  • Experience with ServiceNow or similar IT Service Management tool and ININ or similar Automatic Call Distribution (ACD).
  • At least 2 years? experience within a similar Service Desk environment ? desirable.

Please send your CV in the first instance.

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