Desktop Support Analyst

Desktop Support Analyst / 2nd Line Support Analyst

A fantastic opportunity has arisen for a Desktop Support Analyst / 2nd Line Support Analyst to join our Manchester-based global law firm on a permanent basis.

Key Responsibilities

• Providing a professional and consistent level of technology support to all staff
• Responding to incoming incidents and requests at first point of contact reported via all mediums
• Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
• Maintaining and updating incidents and requests in your own as well as the Service Desk
• Alerting senior analysts and managers of reoccurring incidents and potential issues
• Keeping customers apprised and updated
• Escalating problems to the senior team members and third‑party suppliers where necessary

Attributes / Skills

• Experience working within a legal environment is essential
• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC hardware and operating systems
• Awareness of using Active Directory
• Experience logging tickets in ITSM call logging software

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