Job Title: Service Desk Analyst
We are seeking a dedicated Service Desk Analyst to provide exceptional technical support to a leading legal organization.
This role involves troubleshooting, problem resolution, and delivering high-quality service in a dynamic, professional environment.
The successful candidate will possess excellent communication skills, a customer-focused approach, and a strong technical foundation.
Key Responsibilities:
* Act as the first point of contact for IT support queries, logging, managing, and resolving incidents and requests.
* Provide support for hardware, software, and network-related issues, both remotely and on-site.
* Troubleshoot and resolve issues with end-user devices, including desktops, laptops, printers, and mobile devices.
* Manage user accounts, permissions, and access in Active Directory and other systems.
* Support Microsoft 365 applications and legal-specific software solutions.
* Escalate unresolved issues to appropriate teams while ensuring timely follow-up with users.
* Document resolutions and maintain accurate records in the service desk system.
* Assist with onboarding and offboarding processes, including equipment setup and user training.
Key Skills & Requirements:
* Proven experience as a Service Desk Analyst or similar role (2+ years).
* Strong knowledge of Microsoft 365, Windows 10/11, and Active Directory.
* Familiarity with ITIL practices and ticketing systems such as Service Now or JIRA.
* Basic troubleshooting of networking issues (e.g., DNS, DHCP, VPN).
* Excellent communication and interpersonal skills with a customer-focused approach.
* Ability to prioritize tasks and work effectively in a fast-paced environment.
* Experience in the legal sector or supporting legal software is an advantage.
Desirable Skills:
* Knowledge of legal practice management systems or document management solutions.
* Certifications such as ITIL Foundation, Comp TIA A+, or Microsoft certifications.
* Familiarity with remote support tools like Team Viewer or Zoom.
Contract Details:
* Duration: Initial 6-month contract with potential for extension.