Desktop Support Analyst / 2nd Line Support Analyst

Desktop Support Analyst / 2nd Line Support Analyst A fantastic opportunity has arisen for an Desktop Support Analyst / 2nd Line Support Analyst to join our London based global law firm on a permanent basis. Desktop Support Analyst / 2nd Line Support Analyst 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 ticket queues • 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 Desktop Support Analyst / 2nd Line Support Analyst Attributes/Skills: • Experience working within a legal environment • Knowledge of Windows 10 and Microsoft Office 365 • Understanding of PC Hardware and operating systems • Awareness of using Active Directory • Experience of logging tickets in ITSM call logging software Desktop Support Analyst / 2nd Line Support Analyst