IT Service Desk Analyst

As a key member of our IT Service team, you will be responsible for delivering high-quality support across various IT systems and services. Your aim is to enhance customer experiences by resolving incidents, fulfilling service requests, and supporting IT operations both remotely and onsite.

This role is the first contact for all IT-related queries within the firm. It involves resolving, logging, or escalating incidents and requests according to procedures via telephone, email, or in person, focusing on first-contact resolution.

What You'll Do:

Provide excellent support to customers and colleagues across various services, products, and platforms. Act proactively and reactively to meet performance targets, ensuring timely and effective resolutions.

• Take ownership of customer issues and ensure a full focus on delivering an exceptional IT customer experience. This includes actively listening to customer concerns, providing timely and effective resolutions, and following up to ensure customer satisfaction

• Offer 1st line Service Desk assistance via central support number, email, or face-to-face, aiming to resolve issues at first contact when possible.

• Perform thorough triage on all support requests. If escalation is required, document work accurately for further investigation by escalation teams.

• Use call logging software to record details, updates, status, and resolutions of all support requests

Who We're Looking For:

• A proven team player capable of collaborating closely and effectively with colleagues to ensure prompt and accurate resolution of IT challenges.

• Exemplary timekeeping, as the shift-based nature of the Service Desk team necessitates self-motivation and high personal standards to deliver seamless service to both internal and external clients.

• Always maintaining a professional appearance, reflective of the firm's nature.

• Excellent communication and problem-solving skills.

• An outstanding customer service ethos demonstrates through examples.

• Eagerness to learn and adapt to new technologies, with a particular interest in Generative AI tools and their applications to business and IT support.

Why Choose Us?

Addleshaw Goddard is a place where you are not just valued but encouraged to reach your full potential. Our culture promotes improvement, growth, and collaboration, making us the natural choice for top-tier clients. We celebrate diversity and are committed to creating an inclusive environment for all our employees.

Interested? If this role sounds like your next career step, we'd love to hear from you. Click the Apply button to view the full role profile on our website and start your application!