DGH Recruitment
IT Service Desk Analyst / 1st Line Support Analyst
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IT Service Desk Analyst / 1st Line Support Analyst
(Fixed Term Contract – 12 Months | Glasgow-Based Law Firm)
Summary
The IT Service Desk Analyst / 1st Line Support Analyst will report to the Service Desk Manager, supported by Service Desk Specialists and a Senior Service Desk Specialist. This role requires outstanding customer service skills, the ability to multitask efficiently, and remaining calm under pressure as the primary point of contact for IT support across the firm.
Key Responsibilities
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- Provide a professional and consistent level of technology support to all staff
- Respond to incoming incidents and requests via all contact mediums at first point of contact
- Ensure accurate recording of incidents and requests, adhering to Service Level Agreements (SLAs)
- Maintain and update incident tickets in ITSM (IT Service Management) and personal queue systems
- Alert senior analysts and managers to recurring issues or escalations
- Keep end-users informed and updated on progress
- Escalate unresolved issues to the senior team or third-party suppliers as necessary
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Attributes & Skills Required
- Highly desirable experience working in a law firm environment
- Proficiency in Windows 10 and Microsoft Office 365
- Understanding of PC hardware, operating systems, and IT basics
- Experience with Active Directory services
- Familiarity with ITSM call logging software for ticket management
- Strong customer service and problem-solving orientation
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