Service Desk Analyst - Objective Paradigm

1st Line IT Service Desk Analyst

About the Role

Join one of the world's premier law firms and become a key player in our IT Service Desk team. As a 1st Line IT Service Desk Analyst, you will be the first point of contact for our employees and clients, providing exceptional technical support and ensuring a seamless IT experience.

Key Responsibilities:

• Frontline Support: Handle a variety of IT inquiries and requests via phone, email, and self-service portals.
• Problem Solving: Troubleshoot and resolve common IT issues efficiently, minimizing escalation.
• Knowledge Base: Stay up-to-date with IT systems and tools to provide accurate guidance and support.
• Incident Management: Log, track, and prioritize incidents using a ticketing system, adhering to established processes.
• Effective Communication: Communicate clearly and professionally with users, providing regular updates and collaborating with other teams.
• Quality Assurance: Maintain high standards of service delivery, ensuring compliance with security protocols and best practices.
• Teamwork: Collaborate with colleagues to share knowledge, improve processes, and enhance the overall IT support experience.

What We're Looking For:

• Minimum of 3 years of experience in an IT Service Desk role, preferably in a professional services or law firm environment.
• Proficiency in ticketing systems and strong phone support skills.
• Technical expertise in iManage Work, Windows 10, Apple iOS, Microsoft Office 365 (including Teams and OneDrive), SCCM, TeamViewer, and Active Directory.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, prioritize tasks, and adapt to changing priorities.
• Strong problem-solving and analytical skills.
• A proactive and customer-focused approach.
• Team player with a willingness to learn and share knowledge.

Why Join Us?

• Be part of a global law firm renowned for excellence and innovation.
• Competitive compensation and comprehensive benefits package.
• Opportunity to work with cutting-edge technologies in a supportive environment.
• Collaborative team culture focused on delivering exceptional service.

If you're passionate about IT and have a knack for solving problems, this is your chance to make a real impact in a prestigious global organization.

 

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