L1 Service Desk Analyst

Carey Olsen Group; Hamilton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading international law firm is seeking a Level 1 Service Desk Analyst in Hamilton, Scotland. The individual will be the first point of contact for technology issues, providing high-quality customer service while troubleshooting technical problems related to hardware and software. Previous experience in a support desk role is required, along with excellent communication skills. The role promotes a collaborative environment and involves maintaining documentation and knowledge bases.

Qualifications

• Previous experience in a first line support desk role is required.
• Ability to communicate technical data in easily understandable terms.
• Background in customer services is preferred.

Responsibilities

• Provide excellent customer service to callers.
• Log and manage all requests in the Service Desk system.
• Troubleshoot technology-related problems.
• Take ownership of user problems and communicate progress.
• Maintain technology documentation and knowledge base articles.

Skills

Customer service skills

Analytical problem-solving

Technical communication

Team collaboration

Tools

Microsoft Windows

Microsoft Office

Job description

We are seeking an individual to join the Technology team in our Bermuda office, to be the first point of contact for all technology issues and queries, and to provide a high level of customer service to all staff within Carey Olsen.

The Level 1 Service Desk Analyst will attempt to fix technical issues that are raised through helpdesk or elevate to Level 2 Service Desk Analysts providing all required information.

Principal duties will include:

• Provide an excellent level of customer service to callers, and act as an ambassador for the Technology department in all dealings with customers by providing them with appropriate support responses and friendly communication
• Ensure that all requests are logged and managed to meet our standards in the Service Desk system
• Ensure cases are responded to within agreed service levels (SLAs)
• Troubleshoot technology related problems from in‑house software to hardware, such as PCs, printers, and mobile devices
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to management
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Adhere to all technology processes such as incident management, problem management and change management
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQs, and self‑help guides
• Being aware of cyber security risks that exist and escalating any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind
• Supporting the roll‑out of new applications and infrastructure
• Manage and administer data management tasks such as imports/data extracts/reconciliations/report production
• Have a detailed understanding of the operation and aim of each system within the application portfolio
• Continually enhance skills and build knowledge in all aspects of the organisation, the business and information systems
• Update and maintain support documentation such as the Knowledgebase

What we are looking for:

• Previous experience in a first line support desk role is required.
• Process and technical training will be provided as part of this role. Being able to evidence a keen interest in technology as well as a background in customer services is preferred.

Knowledge of the systems and principles listed below would be beneficial:

• Ability to digest and communicate technical data in business‑understandable terms
• Microsoft Windows & Office

Personal Skills:

• An aptitude for analytical problem‑solving
• A passion for technology and are driven to learn
• Highly motivated, and willing to do more than is necessary / requested
• Confident and polite telephone & email communication skills
• Helpful and enthusiastic approach to customer problems
• Ability to work successfully in a team & collaborate with team members
• Ability to work in a busy and sometimes pressurised environment
• A customer excellence approach to all interactions

The chosen individual will be expected to work 35 hours per week with 60 minutes for lunch – standard working hours are 09:00 am to 5:00pm

Weekend work or out of office hours will be required on an ad‑hoc basis as part of the role for system changes / upgrades that need to be released out of hours (this is paid at overtime rates).

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