IT Service Desk Analyst/1st/2nd Line Support Analyst in Glasgow

IT Service Desk Analyst / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for an IT Service Desk Analyst / 1st/2nd Line Support Analyst to join our Glasgow based law firm on an initial 12 month fixed term contract.

Responsibilities and Duties

• Provide end‑user IT assistance on all core desktop applications and technologies.
• Assist the Service Desk Delivery Manager in the triage of tickets.
• Serve as the end‑user advocate, maintaining regular communication with end users to keep them informed about incident progress and to notify them of any impending changes or agreed outages.
• Collect missing or necessary information from end users and accurately create and update service tickets in our ticketing system.
• Prioritise service incidents and tickets to the Service Desk Analysts following established procedures—including assigning tickets to the appropriate team member based on their expertise, workload, and location.
• Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.
• Ensure customer satisfaction through continuous status updates and information sharing.
• Ensure problem descriptions and resolutions are accurate in our ITSM solution.

Knowledge, Skills and Experience

• Strong work ethic with a keen attention to detail.
• Strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.
• Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail.
• Proactively follows up on problems and anticipates customer concerns.
• Good understanding and working knowledge of Microsoft solutions, including Active Directory, Exchange Online mailbox administration, Microsoft 365 applications and technologies, and NTFS share permissions.
• Good understanding of supporting end users within Citrix environments.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business.