1st Line Support Analyst

As a 1st Line Support Analyst, your day to day remit includes:

• Being available to take phone calls from our clients, who are the predominantly employees and partners within TLT, though there are occasional calls from TLT's clients and other external parties (suppliers).
• Utilising time on the phone effectively to meet KPI targets and SLA's.
• Delivering excellent customer service at all times.
• Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
• Ensuring incidents are logged and managed in line with all documented departmental and firm policy and procedures. TLT are ISO27001 (Information Security) certified and use the ITIL best practice framework for IT Service Management.
• Following escalation processes to ensure incidents are assigned to the relevant team/individual to ensure incidents are resolved in an efficient and timely manner.

• Experience working within a professional and busy IT Service Desk.
• Excellent customer service skills, telephone manner and written communication skills.
• Ability to remain calm under pressure.
• Ability to work with people at all levels, and an excellent team member.

We value our employees highly and we want you to feel valued. You'll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We're happy to talk about how flexible working can work for you and this role.

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people. We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023. This marks the third year in a row the firm has taken away this accolade in industry awards - having previously been named Law Firm of the Year at The Lawyer Awards in 2021 and the British Legal Awards in 2022. Our purpose is to protect, prepare and progress our clients for what comes next and it's essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.