Service Desk Analyst – Law Firm

Employment Type
Full time
£22,000-£28,000 dependent on experience PLUS flexible benefits
Milton Keynes/Bletchley

Role Purpose

Legal SDAs – we need you.

This is a fantastic opportunity with 25 new service desk roles up for grabs!

Come and join our ever-expanding team and build your career in IT Managed Services!

Must be based within commuting distance of one of our offices in Burgess Hill/Bletchley/Solihull

We are looking for talented and engaging Service Desk Specialists with exceptional customer service skills to provide technical support to our clients in the legal, financial and professional services sectors.

The primary responsibility of the role is to provide support through multiple channels including Telephone, Self Service and Email, and delivering high levels of resolution and Customer Satisfaction.

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

Demonstrable customer services skills and experience in 1st/2nd line support
Experience of working within a law firm/legal /financial or professional services industry
Technically competent with good all-round experience of the latest core technologies and applications used in the corporate world, including Active Directory, Windows OS, Microsoft Suite, MacOS, Exchange SharePoint amongst others
Understanding/Awareness of ITIL fundamentals
A keen attitude, strong team-based work ethic and a desire to advance and develop
Diligent and thorough in your approach to work
An understanding of and ability to work to defined KPI's to deliver a high quality service
Good troubleshooting skills, the ability to conduct root cause analysis in an efficient manner to get the users issues resolved and to eliminate potential repetition

For more information about this position, please email and include a copy of your CV

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