Service Desk Analyst

at  Shoosmiths

Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm.
We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.
To discover more about our benefits, please visit: Benefits Package.
The team
The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. With a focus on delivering robust and efficient technology services, the IS team is divided into two main departments: Applications and Technical Services.
The Applications department is tasked with the development, maintenance, and support of the software applications vital to the firm’s operations. Meanwhile, the Technical Services department is dedicated to the upkeep of the firm’s computer architecture, providing operational support, diagnosing hardware and software issues, and configuring the back-office computing infrastructure.
Together, these departments strive to deliver innovative solutions that cater to the evolving needs of the firm’s user base, underpinning Shoosmiths’ commitment to excellence in legal service provision.
The role
The Service Desk Analyst is a vital member of the service desk team, responsible for providing first-line support to end-users. They will address and resolve incidents and service requests, ensuring a high level of customer satisfaction and adherence to service level agreements.

Main responsibilities

• Provide first-line support for all end-user incidents and service requests.
• Log all incidents and service requests in the ITSM system, ensuring accurate and detailed information is captured.
• Troubleshoot and resolve issues in a timely manner, escalating to the Service Desk Team Leader or appropriate second/third line support teams when necessary.
• Monitor incident and service request queues to ensure that SLAs are met.
• Assist with the onboarding and offboarding processes for joiners, leavers, and movers.
• Contribute to the knowledge base by documenting common issues and resolutions.
• Participate in regular training and development activities to enhance technical and customer service skills.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, ensuring a collaborative and adaptive approach to changing workloads.
• Participate in an on-call rota, providing critical support outside of normal working hours.

Skills and qualifications

• Experience in a service desk or customer support role.
• Familiarity with ITSM tools and processes.
• Strong problem-solving and communication skills.
• Ability to work effectively in a team and independently.
• Commitment to providing high-quality customer service.

• Provide first-line support for all end-user incidents and service requests.
• Log all incidents and service requests in the ITSM system, ensuring accurate and detailed information is captured.
• Troubleshoot and resolve issues in a timely manner, escalating to the Service Desk Team Leader or appropriate second/third line support teams when necessary.
• Monitor incident and service request queues to ensure that SLAs are met.
• Assist with the onboarding and offboarding processes for joiners, leavers, and movers.
• Contribute to the knowledge base by documenting common issues and resolutions.
• Participate in regular training and development activities to enhance technical and customer service skills.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, ensuring a collaborative and adaptive approach to changing workloads.
• Participate in an on-call rota, providing critical support outside of normal working hours