IT Service Desk Analyst/1st/2nd Line Support Analyst

Provide end-user IT assistance on all core desktop applications and technologies.

Assist the Service Desk Delivery Manager in the triage of tickets, including:

Serving as the end user advocate, maintaining regular communication with end users as necessary to keep them informed about incident progress and notify them of any impending changes or agreed outages.

Collect missing/necessary information from end users and accurately create and update service tickets in our ticketing system.

Prioritise service incidents and tickets to the Service Desk Analysts following established procedures - Including assigning tickets to the appropriate team member based on their expertise, workload, and location.

Collaborate with peers and other legal and business services teams to resolve service issues in a timely fashion.

Ensure customer satisfaction through continuous status updates and information sharing.

Ensure problem descriptions and resolutions are accurate in our ITSM solution.

Strong work ethic with a keen attention to detail.

Must possess strong interpersonal skills, including telephony skills, communication skills, active listening, and client care.

Provides exceptional customer service by actively listening, showing empathy, and paying attention to detail.

Proactively follows up on problems and anticipates customer concerns.

A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies, NTFS share permissions.

A good understanding of supporting end users within Citrix environments.