Consultant Engagement Lead | Professional Recruiter at Insight Global
An international law firm spanning the US, Europe and Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3000+ end users and primarily covers 1st and 2nd level support.
Contract details: 12 month contract (Inside IR35). This position is expected to be a long-term opportunity with annual extensions. The analyst will be onsite in the London office 5 days a week.
Responsibilities
- Provide onsite Tier 2 service desk support as part of a 24/7 operation for an international law firm.
- Support ~3000+ end users with 1st and 2nd line incident resolution and service requests.
- Work onsite in London and collaborate with global IT teams as needed.
Qualifications
- Experience as a Service Desk Analyst or Technical Support, with onsite support experience and experience supporting c-level/executives.
- Proven customer service and communication skills.
- Onsite and remote support experience.
- Experience with ACD systems.
- Experience with ITSM / Ticketing systems such as BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk.
- Hands-on and/or remote Break/Fix support of desktop and laptop computing equipment and peripherals in enterprise environments.
- Support of Microsoft Windows 10 operating system and MS O365 provisioned accounts.
- Support of mobile devices.
- Support of MacBook devices and macOS.
- Support of collaboration platforms such as Zoom, Slack, MS Teams, etc.
- Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust.
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