Service Desk Analyst

Alexander Mann Solutions Contingency
12 Jan 2018
10 Feb 2018
Contract Type
Full Time
Alexander Mann Solutions (AMS) is the world's leading provider of Talent Acquisition and Management Services. We deliver award-winning solutions to over 65 outsourcing clients and consulting services to hundreds more. Our contingent Workforce Solutions (CWS) service acts as an extension of our clients' recruitment team and provides professional interim and temporary resources. Our Client is a global legal firm, specialising in risk, regulatory and M&A strategy. The firm is a trusted partner and a recognised world leader in the areas of litigation, arbitration, competition and investigations. On behalf of this organisation, AMS are currently recruiting a Service Desk Analyst for a 6 month contract Contract based in Manchester. Purpose of the Role: The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely. The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employee Accountabilities and Responsibilities: * Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries; * 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issue are logged with the required information; * Ensure all calls and emails are logging and managing within the firm's service management system in accordance to the agreed SLAs and OLAs; * Escalate unresolved issue to the 2nd line support team in a timely manner; * Keeping customers updated on outstanding tickets; * Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner The Candidate: In order to be successful in this role you will possess all or some of the below criteria: * 1st line (or 2nd line) IT service desk experience for a larger corporation * Strong understanding of windows and citrix and any other MS products/ BMS document management, sitepoint * Able to support mobile phone especially Blackberry and IPhone Please note this role will involve shiftwork If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and speak to one of our sourcing specialists now. Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business