Job Title: Service Desk Analyst

Level: Colleague

Responsible to: Service Desk Team Leader

Job Summary

The Service Desk is the frontline of Minster Law’s IT Systems Department, and as such is viewed as the single, central point of contact for all IT products and services, as well as many company-wide requests. This includes taking responsibility for and owning the co-ordination of all site incidents, changes and service requests ensuring they are resolved, managed or escalated through to completion to the end user’s satisfaction (both internal colleagues and third-party partners and suppliers) and within prescribed service levels. This role will support the wider business to deliver a highly available, resilient, and secure technical infrastructure platform, whilst providing daily support to all internal colleagues, and assisting the senior members of the department in the successful delivery of all IT services.

Core Responsibilities

• Excellent communication and interpersonal skills as you will be required to act as the first point of contact for the Service Desk in Wakefield.

• Respond to requests for support by providing information to enable problem resolution and promptly resolve, allocate or escalate unresolved calls, as appropriate • Keep users informed of service impacts i.e. unplanned / planned service outages, significant events, verbally, via email and through MS Teams.

• Working as part of a team to provide a single point of contact for logging incidents and Service Requests received via phone, email, intranet / internet or through proactive system monitoring and, where possible, resolve on first contact • Provide a friendly and professional service to our colleagues at all times.

• Evaluate the priority of Incidents, Problems and Changes logged to ensure all diagnostic information is provided for error resolution and incident analysis.

• Ensure that the appropriate incident management processes are followed and adhered to • For all requests that cannot be directly resolved, provide an effective interface between customers and those responsible for diagnosis and resolution, taking account of agreed service levels.

• Create documentation / guides to expand the knowledge base to improve first-time fix rates.

• Provide support and installation of desktop services including PCs, laptops, telephones, printers, Local Area Network infrastructure and Desktop applications.

• Work with team members to ensure all aspects of service delivery are met (team / individual KPIs) • Promote and sustain a constructive, supportive and friendly working relationship with the rest of the IT department, the management team and other work colleagues.

• Deliver various other Project tasks as required by the Service Desk Team Leader, the wider IT Department and the company.

• Adhere to appropriate departmental procedures and practices • Actively take responsibility for your own personal career development.

• Perform to a high level in a target-orientated environment.

• To undertake any other tasks deemed relevant and reasonable by the business.

• Ensure all processes and procedures conducted within the team are fully documented and regularly reviewed for accuracy / relevancy.

Key Performance Indicators

Your KPIs and objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and / or required support.

Person Specification

Essential

• Experience of providing a high-level of customer service in a fast-paced environment.

• Demonstrable IT support experience in a similar role.

• Ability to manage workload, prioritise issues and tasks and adhere to documented processes and service levels.

• Ability to work under pressure and manage your time well to meet tight deadlines, whilst demonstrating drive and a positive approach to your work.

• A logical approach to troubleshooting, diagnosing and resolving problems (technical and non-technical challenges in the business environment).

• Experience working as part of a team with the ability to learn and develop new skills • Excellent communication skills (verbal, written and listening) including an excellent telephone manner and strong customer service skills.

• Self-motivated, results and quality orientated, good organisational skills, attention to detail, positive helpful attitude.

• Adopt a proactive approach to problem identification and resolution including preventive recommendations.

• Logical troubleshooting skills, regardless of technology stack.

• Experience using and a good understanding of Windows Operating systems, Microsoft Office applications, Networking Technologies (WAN / LAN).

• Ability to diagnose and, where possible, repair a variety of hardware issues.

Desirable

• A flexible attitude towards working hours, to ensure the minimum disruption to business operations during periods of system maintenance.

• Robust and resilient. The ability to deal with changing circumstances and challenging situations whilst still achieving objectives.

• Take opportunities to develop and stretch yourself. Be passionate about developing your career with Minster Law Technical Skills.

• Knowledge and usage of Cloud Infrastructure (MS Azure).

• ITIL v3/4 Foundation.

• Microsoft Certified Professional / Microsoft Office Specialist.

• Experience working with a case management system.

Personal Development

There is the opportunity for high-performing individuals to move into different departments across the business to expand their knowledge and experience, and further develop a career within Minster Law.

Working Hours

37.5 hours per week from 9am – 5:30pm Monday to Friday. Additional working hours both onsite and remotely may be required outside of these times.

Travel

As this is a customer and colleague-facing role, this role is based full time in the Wakefield office.

Salary Information

The salary for this role is £24,000 per annuum.

Equal Opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status.

You can read more about our commitment to equality and diversity on the Minster Law website.

Please note

The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.