At a Glance
- Tasks: Be the go-to person for all IT requests and issues in our London office.
- Company: Join a dynamic team at a leading law firm with a focus on innovation.
- Benefits: Enjoy competitive pay, great perks, and opportunities for professional growth.
- Other info: Mentorship opportunities and a chance to enhance your career in a supportive team.
- Why this job: Make a real difference by providing top-notch IT support in a fast-paced environment.
- Qualifications: Experience in IT Service Desk and exceptional customer service skills required.
The predicted salary is between 40000 - 50000 £ per year.
Key Responsibilities
- Act as the primary point of contact for all IT requests and issues within the London office, providing face-to-face support to staff, partners, and directors.
- Deliver high-quality IT support and outstanding customer service in a fast-paced, high-pressure environment.
- Manage and resolve major IT incidents within the London office, ensuring timely communication and resolution.
- Handle incoming calls from internal clients (employees and partners) and occasional external parties, meeting KPI and SLA targets.
- Log and manage all incidents in the IT Service Management tool, ensuring accurate and comprehensive documentation throughout the lifecycle.
- Adhere to departmental and firm-wide policies and procedures, including ISO27001 standards and ITIL best practices.
- Serve as an escalation point for complex tickets, providing efficient resolutions and feedback to the team.
- Mentor 1st line analysts, supporting their development and integration into TLT.
- Maintain and enhance Knowledge Base documentation, including reviewing, updating, and creating articles.
- Attend monthly team meetings at our Bristol Head Office.
- Participate in problem and major incident management to identify pain points and recommend training initiatives.
- Produce performance reports for your allocated office to highlight process gaps and improvement opportunities.
- Conduct stock audits and manage procurement of missing equipment.
- Support office setups and post-completion floor walking to ensure stakeholder satisfaction.
- Manage location-specific escalations that cannot be resolved remotely.
Skills and Experience
- Proven experience in a professional, high-volume IT Service Desk environment.
- Exceptional customer service skills, with strong verbal and written communication abilities.
- Ability to build effective relationships at all organisational levels and work collaboratively as part of a team.
- Resilient and adaptable, capable of thriving in a high-pressure environment.
- Highly self-motivated and able to work independently, taking full ownership of IT support for your assigned office.
- Strong conflict resolution and problem-solving skills.
- Demonstrated ability to manage complex tickets and deliver comprehensive resolutions while keeping stakeholders informed.
Senior IT Service Desk Analyst employer: TLT LLP
As a Senior IT Service Desk Analyst at our London office, you will be part of a dynamic team that values exceptional customer service and professional growth. We offer a supportive work culture that encourages collaboration and innovation, alongside opportunities for mentorship and skill development. With a commitment to maintaining high standards in IT support and a focus on employee well-being, we provide a rewarding environment where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support and customer service. We recommend role-playing with a friend to get comfortable with your responses and showcase your problem-solving skills.
✨Tip Number 3
Show off your knowledge! Familiarise yourself with the latest ITIL best practices and ISO27001 standards. Being able to discuss these in your interview will demonstrate your commitment to high-quality IT support.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Senior IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior IT Service Desk Analyst role. Highlight your customer service skills and any experience in high-pressure environments, as these are key for us.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re the perfect fit for our team. Share specific examples of how you've managed IT incidents or mentored others, showing us your problem-solving abilities and teamwork spirit.
Showcase Your Communication Skills:Since communication is crucial in this role, ensure your written application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at TLT LLP
✨Know Your Stuff
Make sure you brush up on your IT Service Desk knowledge, especially around ITIL best practices and ISO27001 standards. Be ready to discuss how you've handled major incidents in the past and what steps you took to resolve them.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a client. Prepare to share specific situations where your communication skills made a difference in resolving an issue.
✨Be a Team Player
This position requires collaboration with various stakeholders, so be prepared to talk about how you've built relationships in previous roles. Highlight any mentoring experience you have, especially if you've helped junior analysts grow.
✨Stay Cool Under Pressure
The interviewers will want to see how you handle stress. Think of a time when you faced a high-pressure situation and explain how you managed it. Emphasise your resilience and adaptability, as these traits are crucial for success in this role.
