IT Service Desk Analyst (12 month contract)

at  AO Shearman

IT SERVICE DESK ANALYST

We have an exciting opportunity for a Service Desk Analyst to join our IT team, based in the A&O Shearman Belfast office.
As a Service Desk Analyst, you will provide operational front line IT technical support to all internal staff and fee earners within A&O Shearman. If you have a passion for excellent customer service with a background in Service Desk operations, we would love to hear from you!

YOU EXPERIENCE

• You will have proven experience of working in a call centre environment (2+ years).

• You’ll have experience working with ticket management and Automatic Call Distribution (ACD) technologies

• You’ll have at least 1 year experience within an IT support environment providing support with Cloud based solutions e.g. Office 365, InTune, Azure etc

YOUR QUALIFICATIONS

• 
  IT Related Degree.

OR

• ITIL Foundation.

OR
Proven IT Service Desk experience gained at 1st line level (min 1 year)

WHAT YOU WILL DO

As an IT GSD Analyst, you will provide operational front line IT technical support to all internal staff and fee earners within A&O Shearman. You will be the face of the IT GSD and act as a single point of contact to customers that phone, email or use the self-service portal.
You will be responsible for logging, troubleshooting, and resolving incidents and work orders at the first point of contact when possible or passing to an appropriate team. You will ensure that incidents and work orders are properly logged, assigned, tracked, and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
You will navigate between phone call, email, self-service portal, and ticket queues as directed by your Team Leader or GSD Manager.

You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.

• You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working.
• You will have a good knowledge of Service Desk operations (ideally with experience), using Automatic Call Distribution (ACD) telephony systems, ticket management and document management systems and other IT related technologies.
• You will ideally have previous IT Customer Service experience