Full job description1st Line Support - 1st Line, Helpdesk, Law Firm
Our global law firm client are actively looking to take on a new Service Desk Analyst to join their team on a permanent basis, this role will act as the first line of contact for support queries and provide a prompt and professional service.
This role is a fantastic opportunity for someone with an interest in tech looking to continue to grow their career within IT Support within a highly regarded and lucrative law firm.
To be considered for this role, It’s ideal that you have:
*1 + Year experience within an IT Support role
*Ideal but not required relevant qualifications/degrees within technology
*Ideal but not required law firm or professional service experience
Duties and Responsibilities
*Respond to IT support requests via phone, email, and ticketing system, ensuring accurate logging and categorisation of incidents and requests.
*Troubleshoot and resolve first-line technical issues, including hardware, software, and user access problems.
*Escalate complex issues to second-line or specialist teams following defined escalation procedures.
*Follow IT Service Desk processes, including prioritisation, SLAs, and incident management best practices.
*Maintain accurate documentation, update tickets promptly, and contribute to the knowledge base for common issues and solutions.
*Deliver excellent customer service, ensuring clear and professional communication with end-users.
*Participate in team meetings and training sessions, sharing knowledge and supporting continuous improvement.
*Ensure compliance with IT security policies and promote best practices in all interactions.
*Contribute to a positive team culture and uphold company values.