IT Service Desk Analyst – 1st Line
DLA Piper
full-time
Posted on:
Location Type: Office
Location: United Kingdom
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Tech Stack
About the role
- Handling incoming support requests: You’ll receive calls, chats and tickets from users experiencing technical issues.
- Logging incidents: You’ll document details of each issue in an incident tracking system.
- Initial troubleshooting: You’ll provide technical assistance to resolve common problems related to software, hardware, or network issues.
- Escalating complex cases: If an issue can’t be resolved immediately, you’ll escalate it to higher-level support teams.
- Maintaining records: You’ll keep accurate records of incidents, resolutions, and user interactions.
- Build relationships: o Work with 2nd line teams to move resolutions closer to the customer o Assisting with creating and maintaining process documentation and reports as required o Assisting with other daily tasks assigned by the Team leader/Manager o Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice o Perform in line with agreed procedures, SLAs and customers' expectations o Ensure that all relevant company's standards and guidelines are met
Requirements
- High level of IT literacy especially within a Microsoft environment e.g. Windows 11, Office365 products
- Familiarity with AD on-prem, Azure AD – user admin tasks
- Support packages including Service Management Tools such as ServiceNow
- Knowledge of Remote access tools such as Remote Assistance, RDP and BeyondTrust
- Understanding about proactive support capabilities – DEX Nexthink
- Experience in troubleshooting network connectivity incidents – especially Wireless networks
Benefits
- Exceptional customer service skills with good attention to detail
- Team player, consider colleagues and have a flexible approach
- Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
- Seek opportunities for improvement in IT area, propose improvement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingnetwork connectivityuser administrationincident trackingtechnical assistanceprocess documentationproactive supportWindows 11Office365Wireless networks
Soft Skills
communicationrelationship buildingteam collaborationproblem-solvingattention to detailcustomer serviceorganizational skillsadaptabilitytime managementescalation management