Service Desk Analyst
Posted 1 week ago by Insight Global
Negotiable
Inside
Onsite
London Area, United Kingdom
Summary: An international law firm is seeking an onsite Tier 2 Service Desk Analyst to provide 1st and 2nd level support for their 24x7 Service Desk, which serves over 3000 end users. This role is a 12-month contract expected to be extended annually, requiring the analyst to work onsite in the London office five days a week. The ideal candidate will have experience in technical support, particularly with C-level executives, and possess strong customer service and communication skills.
Key Responsibilities:
- Provide 1st and 2nd level support for end users.
- Support desktop and laptop computing equipment and peripherals.
- Assist with Microsoft Windows 10 Operating System and MS O365 provisioned accounts.
- Provide support for mobile devices and MacBook devices running MacOS.
- Utilize remote-support technologies such as Bomgar, TeamViewer, and BeyondTrust.
- Demonstrate expertise in ITSM/Ticketing systems like BMC Remedy, Cherwell, Freshdesk, ServiceNow, and Zendesk.
- Support collaboration platforms such as Zoom, Slack, and MS Teams.
- Deliver positive customer service and effective communication.
Key Skills:
- Experience as a Service Desk Analyst or in Technical Support.
- Onsite support experience, particularly with C-level executives.
- Proven customer service and communication skills.
- Experience with ACD systems.
- Hands-on and/or remote Break/Fix support experience.
- Familiarity with enterprise environments.
- Knowledge of remote-support technologies.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
An international law firm spanning across the US/Europe/Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3000+ end users. This role will primarily focus on 1st and 2nd level support. This initiative will begin as a 12 month contract (Inside IR35 ). This position is expected to be a long-term opportunity with annual extensions. This analyst will sit onsite in the London office 5 days a week.
What we are looking for?
- Experience as a Service Desk Analyst or Technical Support.
- Plus, onsite support experience and experience supporting c-level/executives.
- Proven expertise with positive customer service skills and communication skills.
- Onsite technical support experience as well as remote support.
- Experience with ACD systems.
- Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk.
- Demonstrated support of enterprise environments, including:
- Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals.
- Support of Microsoft Windows 10 Operating System.
- Support of MS O365 provisioned accounts.
- Support of mobile devices.
- Support of MacBook devices and MacOS.
- Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
- Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc.