At a Glance
- Tasks: Troubleshoot IT issues, communicate with users, and collaborate with diverse teams.
- Company: Join Hill Dickinson, a Top Ten Employer for Working Families 2025.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Inclusive workplace committed to diversity and supporting your career development.
- Why this job: Be part of a dynamic IT team making a real impact across the UK and beyond.
- Qualifications: Experience in IT Service Desk, strong communication skills, and a passion for customer service.
The predicted salary is between 33750 - 41250 £ per year.
Hours: Monday to Friday, 08:00 – 18:00 (35 hours per week) working a combination of shifts between these hours to ensure full support. Happy to talk flexible working.
Team: IT - Service Desk
Role overview:
The Service Desk Analyst is an integral part of our IT Operations team, reporting to the Service Delivery Manager, with guidance provided by a Team Leader. Our IT Operations team is a friendly and diverse group encompassing Service Delivery Management, Infrastructure, Solutions Architecture, and Security Architecture, spanning multiple locations across the UK. You'll find your work with us both stimulating and varied. No two days are alike, and you'll have the opportunity to collaborate with other IT Operations teams, Project Management, and users across the UK, Europe, and Asia.
Key responsibilities:
- Troubleshoot and Resolve: Investigate and resolve user issues, striving for first-time resolution while ensuring that any escalations to other Tiers and Support Groups have comprehensive information.
- User Communication: Maintain open communication with users, keeping them informed about the progress of their support ticket.
- Service Level Management: Monitor call queues to meet and exceed Service Level targets, including 'abandonment,' 'average speed to answer,' and 'first-time fix.'
- Team Collaboration: Collaborate with Infrastructure, Cyber and Service Desk Teams and other Central Service support teams when necessary, assisting with project work and increased demand.
- Knowledge Sharing: Contribute to and facilitate knowledge sharing by creating and maintaining knowledge base articles.
- Problem Identification: Collaborate with Service Management to identify and resolve underlying IT problems and trends.
- Ad-Hoc Support: Provide ad-hoc support for key business users, ensuring their issues are addressed promptly. This will involve travel to other offices primarily but not confined to Newcastle.
- ITIL Standards: Execute all activities in compliance with best-practice ITIL standards.
What are we looking for:
- Excellent Communication Skills: Strong verbal and written communication skills are crucial.
- IT Service Desk Experience: Proven experience working on an IT Service Desk is a must.
- Service Excellence: Demonstrate enthusiasm and commitment to providing outstanding service.
- Customer Service Skills: Exceptional customer service skills to ensure a positive user experience.
- Technical Proficiency: Good/broad knowledge of Windows 11, MS Office, MS Server, AD, Network terminology and function, Laptop/Desktop/Printer hardware.
- Calm Under Pressure: The ability to remain composed and effective in high-pressure environments.
- ITIL Experience: Demonstrable experience working with ITIL-based processes.
- Cyber Security Awareness: A strong awareness of Cyber Security Threats.
- Team Player: Ability to work collaboratively as part of a team.
- Resourcefulness and Dynamism: Be resourceful and dynamic in approaching and resolving IT challenges.
It would be beneficial for you to have some of the following:
- Solarwinds Desktop/Samanage ITSM Suite Experience: Experience with these tools would be beneficial.
- ITIL Qualifications: Possession of ITIL certifications is a plus.
- Legal Environment Experience: Experience working in a legal environment.
If you don't meet all of the criteria above but feel that you could add real value to Hill Dickinson, we encourage you to apply and if successful, we can help you develop along the way.
Equality, Diversity and Inclusion: Hill Dickinson is committed to providing fairness and equal opportunity for all regardless of age, gender, gender identity, ethnic origin, disability, sexual orientation, marital or transgender status, nationality, religion or belief. We understand that our power as a firm comes from empowering our people and that it is only by encouraging and enabling individuals to be themselves at work that we can truly benefit from their rich and varied strengths. Hill Dickinson is an equal opportunities employer. All applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background and from all routes to qualification, with both the SRA and CILEx.
Disability Support: We are a Disability Confident employer, which means if there is anything that we can do to make your visit easier, so you are able to perform at your best, please let us know. You can contact the HR team at hrteam@hilldickinson.com should you require any adjustments to the application or interview process.
At Hill Dickinson, we welcome applications from individuals that are looking to return to the law as well as all routes to qualification, with both the SRA and CILEx. All successful candidates will be subject to our standard pre-employment screening, including a basic criminal record check via Disclosure and Barring Service. Any offer of employment made is conditional upon completion of all checks. Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.
Service Desk Analyst in Leeds employer: Hill Dickinson LLP
Hill Dickinson LLP is an excellent employer, offering a supportive work culture that values flexibility and employee well-being. As a Paralegal in the Healthcare and Public Law team, you will have the opportunity to grow professionally while contributing to meaningful projects within the NHS, all set in the vibrant community of Preston. With a commitment to employee development and a collaborative environment, this role promises a rewarding career path for those passionate about public health law.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hill Dickinson LLP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hill Dickinson LLP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hill Dickinson LLP:Your cover letter is your chance to shine! Tell us why you want to work at Hill Dickinson LLP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hill Dickinson LLP!
How to prepare for a job interview at Hill Dickinson LLP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
