TLT LLP
1st Line Support Analyst
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IT Service Desk Analyst
We are recruiting for an IT Service Desk Analyst to join our IT Support team in Bristol.
This role requires you to be present in the Bristol office 4 days a week, with 1 day working from home.
Your Role
Working in our head office in Bristol, you will help support the whole firm with 1st line IT support, including partners and business support staff.
As an IT Service Desk Analyst your day to day remit includes:
- Being available to take phone calls from our clients, who are predominantly employees and partners within TLT, though there are occasional calls from TLT’s clients and other external parties (suppliers).
- Utilising time on the phone effectively to meet KPI targets and SLA’s.
- Delivering excellent customer service at all times.
- Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
- Ensuring incidents are logged and managed in line with all documented departmental and firm policy and procedures. TLT are ISO27001 (Information Security) certified and use the ITIL best practice framework for IT Service Management.
- Following escalation processes to ensure incidents are assigned to the relevant team/individual to ensure incidents are resolved in an efficient and timely manner.
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Your Skills and Experience
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Your very own career expert that helps elevate your application to the next level.
- Experience working within a professional and busy IT Service Desk.
- Excellent customer service skills, telephone manner, and written communication skills.
- Ability to remain calm under pressure.
- Ability to work with people at all levels, and an excellent team member.
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