IT Senior Support Analyst

IT Senior Support Analyst/Senior Service Desk/Support Analyst

A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our Guildford based law firm on a permanent basis.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Responsibilities and Duties:

• Provide exceptional, high quality IT support to regional offices to consistently meet

customer expectations.

• Always maintain a customer-focused approach and build relationships with key customers.

• Oversee the Regional Team to ensure they maintain a consistent and professional standard

of support and adhere to defined policies and procedures.

• Utilise advanced technical expertise to address complex and challenging customer queries

and requests and provide guidance to UK Regional team members to facilitate ticket progression.

• Proactively monitor team member and account admin queues to ensure regular customer

updates, ticket progression and resolution.

• Monitor aged calls daily and ensure appropriate action is taken to resolve.

• Conduct regular ticket quality checks to improve the quality of information being captured

and provide valuable insights into incidents and requests reported across the regional

offices.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Knowledge, Sills and Experience:

• ITIL Foundation qualified (or willing to study towards it)

• Good understanding of ITSM systems

• Knowledge of typical law firm applications including PMS, document management systems,

Microsoft office, document comparison tools, CRM and time recording

• Excellent technical knowledge of hardware, operating systems, and networks

IT Senior Support Analyst/Senior Service Desk/Support Analyst