Service Desk Analyst in Liverpool - CV-Library

Are you a tech-savvy problem solver with a passion for helping others? Do you thrive in a fast paced environment? If the answer is yes we want to hear from you!!

We are currently recruiting for two service desk analysts to join our Information Systems team in Liverpool reporting to Luke La Personne.

As a Service Desk Analyst you must be a team player with a confident telephone manner, good communication skills, good technical skills/knowledge appropriate to 1st line support and to be able to deliver quality support within the agreed time frames.

Your key duties and responsibilities will include

Customer service and support

As part of the Service Desk Team, you will undertake the day-to-day staffing of our service desk, working with immediate colleagues to ensure that user requests receive excellent Customer Service via the telephone, email and customer portal.

Provide user support, coaching/mentoring to end-users and delivering strong attention to detail in logging support calls, updating call details and managing call closure.

Ensure that all queries are dealt with in a professional, timely and appropriate manner.

Present a pleasant, helpful and professional demeanour when dealing with customers via telephone, email and the support portal.

Assess and allocate support tickets within the service desk software system.

IT Support

Ensure that all incoming calls are answered within an acceptable timescale. This also includes being aware of the wait times for all product queues and acting to resolve long delays.

Ensure all customer call backs and e-mails are carried out in an acceptable timescale.

To keep customers informed of the progress of their incidents.

Follow all Service Desk procedures including those for logging faults to Maintenance, Installs and Development teams/departments.

Provide user support, including working with IT hardware, software, computer and printer management and user accounts, primarily in a Microsoft Windows and Citrix environment.

Install and support commercial software packages and peripherals as required.

Answer queries relating to general Information Systems policies and services.

Resolve non-standard problems, calling on your own experience, including troubleshooting software problems and dependencies.

Liaising and working with external suppliers and engineers to provide updates or resolutions.

Business Analysis and Development

Actively identifying opportunities for improvement to the efficiency and quality of both your role’s own service area and the broader department, proposing changes to procedures, policies and services

Working with the IS Support Manager to identify trends and proactive improvement opportunities to both help users be more effective and make IT operations more efficient

Communicating effectively at all levels of the business in order to understand the organisation and create Information Systems that reflect its priorities and aspirations

Keeping own skills up to date, developing a depth or breadth of knowledge in an appropriate area through learning and practice

Supporting the continual improvement of services provided by IT Team by undertaking project work with colleagues when needed.

Other

Hours will be as required to undertake the role, including the scheduling and attendance of works outside normal working hours when needed.

Potentially have to work overtime/On call as and when needed.

Potentially carry out regular and ad-hoc site visits to Weightmans offices outside Liverpool, as and when required.

Undertake any other duties commensurate with the post.

This list is not intended to be exhaustive and you will be expected to perform other duties and have other responsibilities that fall within the wider remit of the role. You will also ensure that you consistently comply with the relevant Weightmans and client policies and procedures, and work in accordance with our values.

About You

As the role is varied, we are looking for you to have a flexible approach to the work you do and be able to adapt to different tasks. We also require you to have:

Essential

Good experience in hardware and software, fault finding and resolution in Windows operating systems

Good working knowledge and experience of Windows desktops.

Good organisational and time management skills

Ability to anticipate problems, identify risk, evaluate impact and produce appropriate solutions, or escalate as necessary.

Strong team working skills with good self-motivation and the ability to work with minimal supervision.

A customer focus, with constant awareness of trying to match the department’s expectation of IT Support.

Good interpersonal skills with the ability to communicate effectively with all levels of users, suppliers and technical staff in a patient and helpful manner.

Good written communication skills, ability to document user guides, write procedures, reports etc.

Desirable

Microsoft Exchange

Keen interest in Information Technology with desire to develop and update skills through appropriate technical training

Have some prior experience working within a support or Service Desk environment.

Have experience/knowledge of

IT Service Management tools

Active Directory

If you meet our criteria and think this is a job where you could bring enthusiasm and commitment, then we look forward to receiving your application.

Why work for us

Weightmans is a Top 40 law firm with offices throughout the UK. Having been recognised as the leading legal employer and 10th overall employer at the annual Britain's Top Employers awards 2024 and achieved record rankings in Chambers UK.

We are proud to be an accredited living wage employer.

Click here to find out more about industry recognition for excellence, through our achievements, awards and accreditations.

The independent research showed "Weightmans provides exceptional employee conditions, nurtures and develops talent throughout all levels of the organisation."

We are truly committed to fostering a culture of equality and diversity, where everyone in the firm is respected and recognised on merit for the work that they do.

We strongly encourage applications from people of all ethnicities, genders, sexual orientations and disabilities. Please let us know if you require any reasonable adjustment at any stage of the application process.

Please feel free to note your preferred pronouns in your application.

Work for a firm where people matter – work for Weightmans – We See the possibility in you.

As well as being immensely proud of the work we carry out for our clients and the culture we provide to our people we offer a wide range of benefits including;

28 days’ annual leave plus bank holidays (pro-rated for part time)

Hybrid working including provision of home office equipment*

Healthcare cover/ Medicash

Pension plan

Life Insurance 4 x salary

Interest free travel loan scheme

Employee Assistance Programme including counselling, legal and consumer advice service

Discounted gym membership

Discounted dental scheme

Cycle to work scheme

Offers & discounts

Great reward and recognition scheme

*there are a small number of roles that cannot be performed from home, your Recruitment Adviser can confirm.

Please note

We encourage candidates to speak to us direct/apply direct for the opportunities we have available.

Any reference to experience or PQE in our adverts or job descriptions is to be used as a guideline only. We welcome applicants from all backgrounds and with different levels of experience who can demonstrate that they fulfil the requirements of the role.

The successful candidate appointed to this role will be subject to our standard background checking process, and any offer of employment made is conditional upon successful completion of those checks. Further details can be obtained from the Recruitment team.

We are open to part time/job share applicants.

Recruitment agencies (PSL /non-PSL)

Weightmans operates a strict 'preferred supplier list' (PSL) and is committed to working closely with the recruitment agencies that feature on that list. As such, Weightmans does not accept speculative or unsolicited CVs, profiles or any other introductions from both our PSL and non-PSL agencies. If a PSL or non-PSL agency chooses to submit a speculative or unsolicited CV, profile or introduction without instruction from a member of Weightmans’ recruitment team, we will reserve the right to treat the introduction as a gift and contact the candidate directly without accepting or entering into the agency’s terms nor being liable for a recruitment fee.

Eligibility to work in the UK

Eligibility to work in the UK will be verified in the final stages of the selection process. All candidates must either already have a right to work in the UK before commencing employment, or meet the Home office criteria for Visa sponsorship. Candidates who require sponsorship should evaluate the Home Office eligibility criteria for a Skilled Worker visa before applying