IT Service Desk Analyst

The IT Service Desk Analyst serves as the initial point of contact for customers, handling incidents and requests, and maintaining information within the IT Service Management (ITSM) tool. This role also encompasses a variety of administrative duties. Please note that this role operates on a shift pattern, rotating between the hours of 8am to 7pm, Monday to Friday.

Responsibilities:

• Customer Support: Provide first-line support for incidents and service requests, logging and responding to all customer contacts, including walk-ups, phone calls, emails, and self-service portal communications.
• Incident Management: Perform initial diagnosis on all logged issues/incidents, taking appropriate steps to resolve faults and ensuring comprehensive details are captured from customers.
• Ticket Management: Regularly review and update incidents, ensuring timely and efficient resolution while keeping customers informed of progress.
• Communication: Proactively inform customers about the status of their incidents/service requests.
• Problem Management: Assist with root-cause analysis for problem management tickets.
• Documentation: Maintain effective records of work for current resolution procedures and internal processes within the team.
• Knowledge Management: Contribute to the maintenance of Knowledge Base articles in the ITSM tool.
• Flexibility: Be prepared to work outside normal hours to participate in project work or assist with major service outages.

Knowledge, Skills & Experience:

• Technical Proficiency: Proven background in information technology with a dynamic personality and a commitment to owning incidents through to resolution.
• Communication Skills: Excellent written and oral communication skills.
• Adaptability: Flexible approach to work, with the ability to perform effectively under pressure.
• Teamwork: Encourages cooperative working and collaboration within the team.
• Problem-Solving: Strong problem-solving abilities and a customer-focused mindset.
• Environment: Ability to thrive in a fast-paced and dynamic environment.
• ITIL: Experience working within the ITIL Framework, specifically in Incident, Problem, and Change Management.

Additional Responsibilities:

• Training and Development: Participate in ongoing training and development to stay current with industry trends and technologies.
• Customer Satisfaction: Strive to enhance customer satisfaction by delivering high quality service and support.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the implementation of best practices within the service desk.

What We Offer:

• Inclusive & Supportive Environment: We’re a firm with real entrepreneurial drive and we don’t believe in squashing people’s individuality. Our hybrid working model and open plan workspaces encourage a sense of camaraderie.
• Comprehensive and Flexible Benefits Package: Our offering includes private medical insurance, health cash plan, dental insurance, life assurance, critical illness insurance, matched pension contributions up to 7%, holiday trading, plus many more.
• Modern Office Space: Located in the iconic Titanic Quarter with excellent commuter links and on-site parking.
• Training and Development: We’ll give you bespoke support to develop your career with our people development and IT training teams.
• Social & Community Engagement: Participate in clubs, networks, inclusive events, and charity initiatives.

Inclusion at Fieldfisher: At Fieldfisher, led by the social model of disability, we are working towards removing accessibility barriers and maximising disability and neurodiversity inclusion in our recruitment processes. Should you have any accessibility requirements, please contact a member of Fieldfisher's recruitment team, who will work with you to implement suitable adjustments at any stage of the recruitment process.

For accessibility information on our Belfast offices, visit: Fieldfisher Belfast Hub Accessibility.

Recruitment process: An online application form (completed by clicking the apply now button) and CV submission. 20–30-minute introductory call with one of our experienced recruiters. The interview process varies depending on the role you apply for. However, your recruitment contact will always let you know what to expect from the process, so nothing should come as a surprise. For hybrid opportunities, candidates will be invited to visit our offices and meet the team face-to-face. Our average process takes around 2-3 weeks, but we will always work around your availability.

Please note that we recruit on a rolling basis, meaning that your application will most likely be reviewed before the application deadline. We will continue to accept applications until we have successfully filled the role. Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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