IT Service Desk Analyst - #1113509

8595BR

Information technology

United Kingdom - Belfast

Hybrid (combination of office & remote working)

Job description

IT Service Desk Analyst

We have an exciting new opportunity for a Service Desk Analyst to join the IT team, based in the A&O Shearman Belfast office!

Global IT Service Desk

The Global IT Service Desk (IT GSD) provides A&O Shearman with an initial point of contact to receive IT technical support for a multitude of software and hardware systems. If it’s IT related it usually starts with our team. Taking a “follow the sun” approach to operations, we have 3 global service desks which provide a 24/7& 365 support base to our customers.

The IT GSD provides a “white glove” service to our customer base. We are here to support and resolve our customers IT issues and make the processes as seamless as possible.

A&O Shearman

A&O Shearman is a new global industry-leading law firm, with 48 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.
 
We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work,  helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
 
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimise your wellbeing.
 
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

What you will do

As an IT GSD Analyst, you will provide operational front line IT technical support to all internal staff and fee earners within Allen & Overy. You will be responsible for logging, troubleshooting, and resolving incidents and work orders at the first point of contact when possible or passing to an appropriate team. You will also navigate between phone call, email, self-service portal, and ticket queues as directed by your Team Leader or GSD Manager.

This role involves:

• Serving as the primary point of contact for customer inquiries via phone, email, or self-service portal.




• Ensuring incidents and work orders are logged, tracked, and responded to promptly and in line with standards.




• Striving to resolve issues at the first point of contact whenever possible.




• Maintaining accurate updates in the IT Service Management System.




• Connecting related tickets to IT problem tickets to enhance service.




• Adapting between communication channels as directed by leadership.




• Maintaining proficiency in incident resolution across all IT support areas.




• Meeting Operational and Service Level Agreement targets.




• Escalating incidents and work orders as necessary.




• Taking ownership of support ticket closure efficiently.




• Flexibly adapting to changes in IT processes and operations.




• Adhering to flexible working hours to support team needs.




• Following IT GSD processes to deliver high-quality service.




• Performing any other duties as required by business needs.

The working hours for this role are rotational shifts between 8.00am - 6.00pm, Monday to Friday.

About you

• You will be customer first orientated. Someone with enthusiasm and passion for excellent customer service.

• You will have excellent communication skills with the ability to explain technology clearly to non-technical colleagues and customers.

• You will be highly organised but able to adapt to change and can work on your own initiative, prioritise, and manage workload effectively, often under pressure.




• You will have a good eye for detail, take pride in your work and the qualities that you bring to your team.

• You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.




• You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.

• You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working.

• You will have a good knowledge of Service Desk operations (ideally with experience), using Automatic Call Distribution (ACD) telephony systems, ticket management and document management systems and other IT related technologies.

• You will ideally have previous IT Customer Service experience.

Your Experience

• You will have proven experience of working in a call centre environment (2+ years).




• You’ll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.




• You’ll have at least 1 year experience within an IT support environment providing support with Cloud based solutions e.g. Office 365, InTune, Azure etc

Your Qualifications

• IT Related Degree.

OR

• ITIL Foundation. 

ORProven IT Service Desk experience gained at 1st line level (min 1 year)

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.