At a Glance
- Tasks: Provide top-notch IT support and solve tech issues for users.
- Company: Join NewLaw, a leading specialist law firm with a fresh approach.
- Benefits: Competitive salary, generous leave, discounts, and a pension plan.
- Other info: Flexible hours, city centre location, and excellent career growth.
- Why this job: Be a vital part of a dynamic team making a real impact.
- Qualifications: 12 months in a Service Desk role and a confident phone manner.
The predicted salary is between 31500 - 38500 £ per year.
Job Description
Senior IT Service Desk Analyst
Your ability to spot an IT fault is a gift; A gift that means when a solicitor is trying to access their email in the evening, only to be locked out, you know what to do.
A gift that means when the recruitment team are trying to call a candidate and the phones stop working, you know where the problem lies.
A gift that means when a new starter to the business cannot access the intranet, everyone knows you’ll be able to fix it.
It’s this gift that makes you a vital member of the IT team at New Law.
- A day in the life of a Senior Service Desk Analyst at New Law will involve:
- Providing in-depth technical assistance and problem solving for all users relating to IT services, software, telephony and computer equipment.
- Setting priorities for all queries, resolving queries within SLA.
- Acting as a point of escalation for junior Service Desk staff.
- To be a successful Senior IT Service Desk Analyst within New Law, you would need:
- 12 months experience in a Service Desk Role.
- A confident telephone manner.
- Flexibility to work out of hours and be 'On Call’ 1 week in 4.
In return for your commitment and expertise, we offer
- Between 25k and 30k, Dependant on experience
- An on-call allowance (1 week per month)
- 31 days annual leave, increasing annually to a maximum of 35 days (This includes bank/public holidays)
- A 20% discount with EE.
- Local shop discounts.
- Cycle to work scheme and travel loans.
- A "Recommend a Friend" bonus scheme, up to £1250 per referral.
- City Centre location right by Queens Street Station, 10 min walk from Cardiff Central.
- And of course, Pension.
Why would you want to work with New Law?
New Law is a leading specialist law firm and is part of Reddeplc group.
New Law is ranked in the Legal 500 and Chambers and Partners for three areas; Personal Injury, Clinical Negligence and Private Client services.
Our fresh approach to managing personal injury claims has made us a major force in the sector since we were first established in 2004.
Our teams of specialists provide a service that 95% of our clients would recommend.
If you like what we have to offer and want to hear more, please apply today!
Our privacy policy is available on our website, or by contacting Henry Field (Resourcing and Talent Manager) directly.
Senior Service Desk Analyst in Cardiff employer: New Law Solicitors
At NewLaw, we pride ourselves on being an exceptional employer that values your expertise and commitment as a Senior Management Accountant. With a competitive salary, generous annual leave, and a vibrant city centre location just a short walk from Cardiff Central, we foster a supportive work culture that encourages professional growth and collaboration. Join our dynamic finance team and enjoy unique benefits like local shop discounts and a cycle to work scheme, all while contributing to a leading specialist law firm recognised for its excellence in client service.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at New Law Solicitors. 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 New Law Solicitors 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 Senior Service Desk Analyst in Cardiff
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 New Law Solicitors:Your cover letter is your chance to shine! Tell us why you want to work at New Law Solicitors 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 New Law Solicitors!
How to prepare for a job interview at New Law Solicitors
✨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.
