IT Service Desk Analyst - 1st Line
The IT Service Desk Analyst - 1st Line at DLA Piper serves as the initial point of contact for colleagues requiring IT support or access to IT systems. Operating within a 24/5 international support framework, the role ensures the delivery of services meets customer needs and acceptance criteria. The analyst provides guidance, solutions, and support on all aspects of IT to the business within DLA Piper.
Key responsibilities include handling incoming support requests via calls, chats, and tickets from users experiencing technical issues. The analyst logs incidents, provides initial troubleshooting for software, hardware, or network problems, and escalates complex cases to higher-level support teams when necessary. Maintaining accurate records of incidents, resolutions, and user interactions is also a critical part of the role.
The ideal candidate possesses excellent English communication skills and at least two years of relevant experience. A high level of IT literacy, especially within a Microsoft environment (e.g., Windows 7, Office 2010, XP, Outlook, Exchange, Active Directory), is essential. Familiarity with support packages, including service management tools like Hornbill SupportWorks and remote access tools such as Remote Assistance and RDP, is also required. Exceptional customer service skills with attention to detail are crucial for success in this role.
DLA Piper offers a great opportunity to help shape and influence the overall design of the Global Service Centre. Employees have the chance to interact with multiple cultures within a dynamic organization. The firm provides a work atmosphere built on support and mutual respect, along with an attractive set of benefits, including sport cards, private healthcare for employees and family members, and language courses. Stable employment is a key aspect of the firm's commitment to its staff.
At DLA Piper, inclusion is embraced and celebrated, ensuring that everyone has the opportunity to succeed. The firm is committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all. Joining DLA Piper means becoming part of a global law firm that values diversity and innovation, providing exceptional service to clients and communities worldwide.