IT Senior Support Analyst/Senior Service Desk/Support Analyst

Provide exceptional, high-quality IT support to regional offices to consistently meet customer expectations. Maintain a customer-focused approach and build strong relationships with key users. Oversee the regional team to ensure a consistent, professional standard of support and adherence to policies and procedures. Use advanced technical expertise to resolve complex queries and guide team members to progress tickets efficiently. Proactively monitor queues to ensure regular customer updates, ticket progression, and resolution. Review aged calls daily and take appropriate action to drive resolution. Carry out regular ticket quality checks to improve information capture and provide insight into recurring incidents and requests.

ITIL Foundation qualified (or willing to work towards it). Good understanding of ITSM systems. Knowledge of typical law firm applications, including PMS, document management systems, Microsoft 365, and Windows 11. Strong technical knowledge of hardware, operating systems, and networks.

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position., DGH Recruitment Limited acts as both an Employment Agency and Employment Business