IT Service Desk Analyst

A&L Goodbody has a reputation for leading the way in continuously developing its service to clients, and in the quality and professionalism of its internal business service teams, use of new processes, ways of working and technologies.

The role

This role will provide an exciting opportunity for an experienced IT Analyst to play an important role in the development of the IT service to the Belfast office and our clients.

The position of IT Service Desk Analyst will provide day-to-day service desk support (1st line duties) to our 120+ office in Belfast. The individual will be part of our wider IT Department and Service Desk in Dublin office.

The closing date for receipt of CV's is 6 September 2019.

Role and responsibilities
  • Support the IT departmental and service desk policies for the organisation which includes all service delivery matters, technological matters, hardware and software procurement
  • Ensure that all incidents and requests are recorded within the IT service management system
  • Maintain an effective IT service desk service, ensuring delivery against the agreed service delivery goals and objectives, providing maximum availability and performance of the IT service desk service throughout the firm
  • Contribute to the delivery of quality support ensuring that nothing gets forgotten, colleagues are kept informed of progress and complaints/escalations are kept to a minimum
  • At all times ensure that polite and timely communication is carried out regarding any aspect of service provision
  • Take ownership of all incidents and requests throughout their lifecycle and track Incidents and requests to conclusion in line with SLAs and quality standards
  • Ensure prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively
  • Ensure prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively
  • Keep up-to-date on service delivery sector trends, developments and the associated opportunities and contribute to the development of plans to exploit those trends to improve the IT service delivery to the firm
Skills, experience and characteristics required
  • Certification or diploma in IT or related subject
  • Relevant work experience in a similar IT environment, with experience in the legal sector being an advantage
  • Technical skills should include MS Office, Windows, MS Outlook/Exchange, basic MS server, VPN support, software applications (legal specific, if possible) and the ability to answer PC, laptop, printer and telephone related queries
  • Ability to work in a challenging environment with changing priorities/deadlines
  • Experience of adhering to and achieving/exceeding SLA’s
  • Experience in working with computer software and programs including software development, process design and automation
  • Knowledge of working with a case management system
  • Flexibility and adaptability, with strong customer service
  • Excellent communication skills via different mediums i.e. telephone, email and in-person
  • Evidence of teamwork/strong team player