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Service Desk Analyst – Law Firm – Contract

Employment Type
Contract
Salary
£150 - £200/day
Location
Fully Remote Working

Role Purpose

Legal SDA’s – we need you.

Immediate service desk support requirements to support a growing client base in professional/legal services with a managed service IT provider

10+ new Service Desk Roles working for prestigious legal clients on an initial 4 month contract starting mid-end March through to end April with opportunity for extension/conversion to permanent staff if desired

Prior experience in delivering IT support to legal/professional services businesses essential

Must be IR35 compliant

Standard hours: 40 per week

Key Responsibilities

Providing top-quality 1st line support
Taking ownership of incidents, requests and problems
Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self-Log
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Skills and Experience

Skills in WIN10, O365, Outlook, Exchange online and on prem, MS teams essential and some legal tooling knowledge beneficial
Previous experience within a Service Desk environment delivering support to legal/professional clients
Understanding of Incident/Request management and ticket handling
Experience of working to SLA’s and KPI measures
Experience of using/contributing to a Knowledge base
Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing

For more information about this position, please email yourcareer@acora.com and include a copy of your CV. Please apply using reference ACFF15 detailing availability and current/previous day rate for consideration.

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