Ashurst Perkins Coie
IT Service Desk Analyst - 6 Month FTC
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Description
At Ashurst Perkins Coie, we're helping shape the future economy. With a global team of more than 3,500 legal professionals across 52 offices, we partner with leading organisations to solve complex challenges across a diverse range of industries, with a distinct strength in technology, energy & infrastructure, and financial services. Our people work on market-leading matters that drive innovation, growth, and transformation around the world. For Ashurst Perkins Coie, innovation is our tradition.
What makes Ashurst Perkins Coie a great place to work?
- Flexible work options - part-time, working from home and additional leave
- Health and wellbeing benefits, gym membership, and discounted corporate health plans
- Career advancement - client secondment opportunities, global opportunities, and award-winning Learning & Development programs
The Opportunity
The IT Service Desk Analyst will be responsible for providing exceptional first- & second-line technical support to end users, ensuring the timely resolution of IT issues and minimising downtime. You will act as the first point of contact for all IT-related inquiries and technical problems, troubleshooting and resolving issues while maintaining a high level of customer satisfaction.
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Hours of Work
The working hours are 37.5 hours per week, to be worked on a rotating shift pattern each day from Monday to Friday, between the hours of 7am and 8pm
This is a full-time role on an initial 6-month fixed-term basis. The role is based in our Glasgow office with hybrid working.
Daily tasks may include but are not restricted to
- Serve as the first point of contact for IT support requests via phone, email, and walk-ups, addressing a variety of technical issues related to hardware, software, networking, and account management
- Troubleshoot and resolve common technical problems such as password resets, software malfunctions, network connectivity issues, and printer setups. Escalate complex issues to specialized support teams when necessary.
- Log, track, and prioritize all incoming IT support requests in the ticketing system, ensuring timely follow-up and resolution in accordance with service level agreements (SLAs)
- Provide friendly, patient, and professional service to all users. Communicate technical issues and solutions clearly to non-technical users, maintaining a high standard of customer satisfaction
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More information can be found in the job description attached to the role on our careers site [Careers | Ashurst Perkins Coie](Careers | Ashurst Perkins Coie).
About you
The successful candidate will have:
- 1-2 years of experience in an IT support or helpdesk role, providing technical support in a fast-paced environment.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
- Proficiency in Windows and macOS operating systems.
- Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) and ITIL best practices
- Experience supporting common office applications (Microsoft Office, G Suite, etc.)
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