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IT Service Desk Analyst -1st Line

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

Job Description

A bit about the team...The Service Desk team consists of a Service Desk Manager, 4 Service Desk Team Leaders, and 18 Service Desk Analysts providing IT support across all locations.What will the role involve...We are seeking a 1st Line IT Service Desk Analyst to act as a first point of contact for customers, processing incidents and requests, recording and maintaining information stored in the IT Service Management Tool. There is also a range of administrationduties within this role. The role requires working an 8.5 hours 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.Your responsibilities will include the following:

  • The provision of first-line support for incidents and service requests, logging and responding to all contacts from customers, including walk-ups, telephone calls, emails and self-service portal communicating with customers in a professional, supportiveand positive manner both verbally and in writing
  • To carry out initial diagnosis on all logged issues/incidents received at the Service Desk and take appropriate steps to resolve the fault and ensuring that all details are captured from the customer regarding the incident
  • Proactively keep the Customer informed of any progress on their incident/service request
  • Comply with the Incident Management Process, Service Request and Major Incident Process and all other documented ITIL processes and where appropriate to identify and escalate incidents to the Service Desk Team Leader and/or the Service Desk Manager whenthe situation requires such actions to take place
Some Key Skills
  • Experience of first-line IT service desk and customer service functions
  • Active Directory knowledge - creating user accounts, reset passwords, processing new joiners and leavers, maintaining email and security groups
  • ServiceNow experience desirable
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10, MS Office and MS Teams
  • Microsoft Endpoint Manager tools experience desirable. (SCCM, Remote Control Viewer and Software Centre)
  • Ability to work in a team environment, collaborate with peers on bugs and maintain the Knowledge Base
Qualifications
  • ITIL Foundation qualification is desirable
  • MCP certification is desirable
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 Manchester is based in one of the citys most vibrant destinations. We are based in the ultra-modern No.1 Spinningfields, a thriving hub for work, rest and recreation. We are based on the 17th floor, so if youre inspired by fantastic skylineviews and a bright, contemporary workspace then we will not disappoint. And yes, we are all aboard the hybrid working bandwagon - our working pattern of hot-desking and flexibility, supported by a friendly concierge team, is our new normal. If you are stillnot convinced then the complimentary muffins, fresh fruit, and drinks & nibbles to kick off the weekend might help. For the active crowd, there is secure bike storage, and shower facilities.We have also nailed the collaborative and fun side of things. Our team of 17 partners and 120 other fee earners and business support colleagues know how to enjoy themselves. Summer and Christmas parties, along with our Ministry of Fun (quiz nights, cakesales, sports teams, group activities etc), help team members to get to know each other and work together better. Check out our social media accounts to see for yourself!

Keyskills :
ITILOperating SystemsService DeskTechnical Support1st Line

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