IT Service Desk Analyst

An experienced IT Service Desk Analyst is required for our legal client, to join a busy IT team on an initial 3-month contract. This role will be responsible for providing high-quality 1st and 2nd line support, resolving incidents and service requests, and delivering an excellent service to end users., Providing IT support via phone, email and ticketing systems

Logging, troubleshooting and resolving incidents and service requests

Supporting users across Microsoft 365, Windows and mobile technologies

Managing user accounts and Active Directory administration

Working closely with colleagues to escalate and resolve technical issues

Updating tickets accurately and working to agreed SLAs

Previous experience within an IT Service Desk or IT Support role

Strong knowledge of Microsoft 365, Active Directory and Windows environments

Experience using an ITSM tool, ideally ServiceNow

Excellent customer service and communication skills

Ability to prioritise workloads and work effectively in a fast-paced environment