- Company Name
- Hicks Morley
- Job Title
- Service Desk Analyst (Existing Vacancy)
- Job Description
-
**Job Title**
Service Desk Analyst
**Role Summary**
Provide frontline technical support for all firm applications, systems, hardware, and audio‑visual equipment. Act as the first point of contact for lawyers and staff, ensuring timely, courteous service, maintaining ticket workflow, managing incident and change requests, and collaborating with vendors and IT teams to resolve issues and improve solutions.
**Expectations**
- Operate outside standard business hours and travel to regional offices as needed.
- Maintain adherence to IT policies, security standards, and quality service benchmarks.
- Demonstrate strong prioritisation, independent problem‑solving, and a collaborative mindset.
**Key Responsibilities**
- Monitor and respond to the service desk ticket queue, documenting incidents and updates.
- Deliver direct technical support via calls, emails, and in‑person requests (hardware, software, AV, networking).
- Enter, track, and close incidents or change requests; reassign or propose process improvements.
- Communicate issues to the team and collaborators, aiding in solution development and optimisation.
- Maintain, upgrade, and deploy solutions, including workstations, user configurations, onboarding/off‑boarding.
- Review AV calendar for meeting coverage, adjusting resources as required.
- Assist in developing IT policies, procedures, and standards.
- Keep service desk and equipment storage areas clean and organised.
- Participate in project/pipeline planning; project‑manage large initiatives when required.
- Rotate on after‑hours support coverage.
- Continuously update technical skills through development opportunities.
**Required Skills**
- Proven experience in a technical support or help‑desk role.
- Proficiency with Windows operating systems, Microsoft Office, AV equipment, and basic networking concepts.
- Familiarity with ticketing systems (e.g., ServiceNow, JIRA Service Desk).
- Strong troubleshooting, diagnostic, and problem‑solving abilities.
- Excellent oral and written communication skills.
- Capacity to manage multiple priorities, meet deadlines, and work independently while seeking help when needed.
- Willingness to work outside normal hours and travel to other offices.
- Understanding of IT security best practices and change‑management processes.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- ITIL Foundation or equivalent IT service‑management certification (e.g., CompTIA A+, Network+, Security+) desirable.
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