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IT Service Desk AnalystCompany Confidential
IT Service Desk AnalystCompany Confidential
Job Highlights
  • Helpdesk
  • Troubleshoot
  • Diagnosis
Job Description


The IT Service Desk Analyst will provide remote support on a global level, act as the main point of contact for all IT related issues with the focus on first contact resolution. The Service Desk Analyst will have a pro-active and customer centric attitude and an aptitude for working with applications/systems to undertake correct analysis, prioritisation and diagnosis leading to the swift resolution of issues raised.

Key Responsibilities

  • Providing excellent quality remote support via phone and email as part of a larger international IT support team
  • Troubleshooting, diagnosing and resolving standard desktop applications – MS Office 2010/2016, Outlook, Citrix, and Windows 7/10 and bespoke legal applications
  • Management of mobile devices/virtualised desktop environments
  • Taking ownership of incidents, setting and meeting expectations and communicating frequently with users throughout the incident lifecycle
  • Ensuring incidents are fully documented with all actions taken in ServiceNow and issues resolved within agreed service levels
  • Take ownership of the queues and ensure that prompt action is taken where necessary
  • Produce and maintain knowledge articles related to IT systems, processes, incident resolutions
  • Identify and flag reoccurring incidents and trends and work with other IT teams to resolve root causes
  • Ensure that the Service Desk best practices and Information Security policies are adhered to.
  • Actively review working practices and recommend effective improvements against current service and support levels
  • Contribute to building and maintaining an effective Global Service Desk Team by participating in meetings, developing relationships and making suggestions to drive service improvement

Essential Core Skills and Experience

  • Must have relevant experience supporting and deploying software and supporting infrastructure.
  • Knowledge of PC hardware troubleshooting, configuration and set up
  • Practical knowledge of network infrastructure with an understanding of the key components and how to perform basic problem solving
  • Ability to build rapport with clients, other support teams and external service providers
  • Good team player with excellent communication skills and a high service delivery mind-set
  • Ability to work on own initiative and under pressure while still maintaining a high focus on attention to detail
  • Willingness to own a customer issue and see it through to resolution
  • Experience working in a busy environment requiring prioritisation and strong management of users expectations
  • Excellent problem management and troubleshooting skills
  • Flexibility and adaptability key to this role
  • Ability to take on other responsibilities as the role develops
  • Can do attitude and positive approach to work
  • Capable of multitasking and experienced problem solver
  • They must be amenable to working “out of office hours”, on-call and able to travel to other international offices as necessary.

Desirable Skills

  • Previous experience working in a law firm
  • Minimum two years' experience in a Helpdesk \ Service Desk support role
  • Working knowledge of Document Management System
  • Experience working in an ITIL environment

We offer an attractive salary and benefits package including 5-day working week to the right candidate.

Interested parties please send your application to the Recruitment Manager at hkitrecruitment /@ /

Personal Information Collection Statement

All applications received will be used for recruitment and other employment-related purposes. If you are not hired for the position you have applied for, your application will be retained for up to 6 months and then destroyed. During this 6 month period, you may be considered for other appropriate openings within the Firm unless you ask us not to do so


Additional Information
Years of Experience
Not Specified
Employment Type
Full Time, Permanent
Dental insurance, Life insurance, Medical insurance
Company details