Desktop Support Analyst

Desktop Support Analyst / 2nd Line Support Analyst A fantastic opportunity has arisen for a Desktop Support Analyst / 2nd Line Support Analyst to join our Manchester-based global law firm on a permanent basis. Key Responsibilities Providing a professional and consistent level of technology support to all staff Responding to incoming incidents and requests at first point of contact reported via all mediums Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement Maintaining and updating incidents and requests in your own as well as the Service Desk Alerting senior analysts and managers of reoccurring incidents and potential issues Keeping customers apprised and updated Escalating problems to the senior team members and third‑party suppliers where necessary Attributes / Skills Experience working within a legal environment is essential Knowledge of Windows 10 and Microsoft Office 365 Understanding of PC hardware and operating systems Awareness of using Active Directory Experience logging tickets in ITSM call logging software #J-18808-Ljbffr