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IT 2nd Line Analyst

Fieldfisher
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

A bit about the team...We have a great opportunity for an experienced IT Service Desk Analyst (2nd Line) to join our friendly IT team on a permanent basis. This role will provide support and working closely with our 1st and 2nd Line teams based across various UK offices.This vacancy sits within the wider IT Department, which comprises of the following core teams IT Service Desk, IT Training, IT Development, IT Projects and IT Technical Services, who provide key services to the Firm. The role reports into the IT ServiceDesk Manager based in the Manchester Office.What will the role involve...The IT Service Desk 2nd Line analyst will provide support to customers, and take ownership to ensure that the progression of incidents and requests seen through to resolution. The successful candidate will require the ability to undertake analysis, diagnosisand resolution of incidents, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.The role requires working an 8 hour day (inclusive of a 1-hour lunch) on a shift pattern between the hours of 08:00 - 19:00 and reports to the IT Service Desk Team Leader.

  • The provision of support for incidents and service requests. Logging and responding to all contacts from customers, including walk-ups, telephone calls, emails and the self-service portal.
  • Communicating with customers in a professional, supportive and positive manner both verbally and in writing.
  • To carry out diagnosis on all logged incidents received into the Service Desk Team and take appropriate steps to resolve the fault and ensure that all details are captured within the ticket from the customer.
  • Proactively keep the Customer informed of any progress on their incident/service request.
  • Adhere to the Incident Management Process, Service Request and Major Incident Process and all other documented ITIL processes and where appropriate identify and escalate incidents to the Service Desk Team Leader and/or the Service Desk Manager.
Some Key Skills
  • Experience in IT service desk and customer service functions.
  • Active Directory knowledge-creating user accounts, reset passwords, processing new joiners and leavers, maintaining email groups
  • ServiceNow experience would be desirable
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10, Office 2016/Office 365 and Skype for Business/Teams
  • Microsoft Endpoint Manager Tools would be desirable. (SCCM, Remote Control Viewer and Software Centre)
  • Ability to work in a team environment, collaborate with your peers on bugs and update fixes into the Knowledge Base within ITSM
  • Excellent customer service skills with a good telephone manner.
Please note - follow the link to apply to access the full Job Description and Person Specification.Whats in it for youOur people are at the core of what we do. Fieldfishers benefits package is designed to enable all colleagues to thrive in an inclusive and supportive environment. These benefits range from private health insurance, life assurance & income protection, flexi-gymdiscounts, season ticket loans, bike-to-work loans and much more.Fieldfisher HQ is based in the vibrant and thriving City of London. We are based 5 minutes away from Monument and Bank tube stations and have a 9th floor terrace overlooking the River Thames and Tower Bridge - so if stunning terrace viewsare your thing, then we will not disappoint. And yes, were all aboard the hot-desking bandwagon but who isnt in 2022! Theres nothing better than a modern, open plan workspace that encourages learning & development and a sense of camaraderie - friendlyConcierge included. If that hasnt convinced you then discounted drinks in the integrated cafe, fresh fruit and Friday drinks definitely will. Oh and for those keen cyclists and gym goers, theres secure bike storage and shower facilities.We have a diverse team of over 150 Partners, 220 Fee Earners and 350 Support staff, and every team has a presence in the office, with the main areas including corporate, IP, technology and outsourcing & regulatory law. Lets not forget about the summer andChristmas parties and our Ministry of Fun (quiz nights, book club, yoga on the terrace, group runs, sports teams, charity events etc).. But please dont take our word for it, check out our website and social media accounts to see for yourself!

Keyskills :
DiagnosisService DeskTechnical Services2nd LineIncident Management

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