Service Desk Analyst

Weightmans is a Top 45 law firm with offices throughout the UK. Having been recognised as the leading legal employer at the annual Britain's Top Employers awards and achieved record rankings in Chambers UK 2017, we are immensely proud of the work we carry out for our clients and the culture we provide to our people.

Our Information Systems team is made up of many teams that work together to support Weightmans' information systems and infrastructure. The teams include: development; operations; project services; and support.

The post holder will provide IT support for all Weightmans employees via telephone calls, emails, messenger and walk-ins.

The role holder is responsible for accurate logging and detailed diagnosis, troubleshooting and resolution of IT incidents and service requests, ensuring that any work is carried out to a high quality and that any agreed deadlines of SLAs are met.

This is predominantly a customer-facing role and the post holder will be expected to present themselves and their work in such a way that reflects positively on the Service Desk, Information Systems and the Operations business line.

Main duties and responsibilities

Incident Management / Request fulfilment

• Provide IT support for all Weightmans employees via telephone calls, emails, messenger and walk-ins

• Create a record for each request, maintaining clear and concise information relating to each request

• Support third-party organisations who request help and support from the Weightmans Information Systems team in the resolution of incidents, service requests and project-related activities.

• Undertake detailed analysis, troubleshooting and diagnosis of IT incidents that fall within the remit of the Service Desk team

• Provide users with regular updates for open tickets, in-line with service level agreements

• Manage and carry out service requests that fall within the remit of the Service Desk team

• Escalate incidents and service requests which fall outside the remit of the Service Desk to the appropriate internal support team or third-party

• Offer desk-side support for any requests which cannot be resolved via telephone, email or messenger

• Answer queries relating to general Information Systems policies and services

• Provide users with ad-hoc training for supported systems and services

• Carry out regular and ad-hoc site visits to Weightmans offices outside Liverpool, as and when required

• Work within agreed quality standards and service levels

• Work to achieve team and individual performance targets/objectives

• Demonstrate at all times a high level of communication/customer facing skills

• Time management

• Managing and taking ownership of assigned workload

• Offer detailed analysis, troubleshooting and diagnosis for IT incidents

• Resolve or implement a workaround for any IT incidents which fall within the remit of the Service Desk team

• Escalate any IT incidents which fall outside the remit of the Service Desk team to the appropriate internal support team or third-party

• Accurately follow the Major Incident Management process for incidents carrying a high level of impact/urgency

• Take the lead in the management of major incidents, ensuring effective communication, analysis, troubleshooting and diagnosis are in place, working towards speedy resolution or the application of a workaround

  Problem Management

• Raise problem records to ensure the prevention of/or reduction in the number of occurrences of Incidents

• Apply problem management techniques including root-cause-analysis, working with other support teams, towards the resolution of problems as/when required

• Document sign off of the problem once resolved

  Functional activities

• Work with other Information Systems teams to develop a good understanding of the underlying IT infrastructure and application environment in place at Weightmans

• Contribute to the development and implementation of the best practices within the IS Service Desk team

• Perform regular system checks and monitoring tasks

• Assist in the development of the IT knowledgebase by documenting fixes and workarounds to a consistently high-quality and meeting defined standards

• Assist in IT and business projects as and when required

• Use internal and external resources including Microsoft eLearning to stay up-to-date with the latest technologies, offer suggestions for continual improvement

• The post holder will be expected to work on a rotating shift pattern between the hours of 8:00am and 18:00, Monday to Friday. We also require the post holder to cover an on-call service outside these hours for one week approximately every 6-7 weeks.  (subject to passing probation)

• Possess a customer-focussed attitude, with experience in delivering a first-rate customer experience

• This will be a reliable, skilled individual who is able to work alone or as part of a team

• Ideally have prior experience working within a support or Service Desk environment, aligned to ITIL principles

• Excellent knowledge Microsoft Office products

• Preferably have experience supporting

  • Case Management systems in a legal environment

  • IP telephony platforms

  • Mobile device management systems

• Have experience working with or knowledge of

  • IT Service Management tools

  • Active Directory

  • Microsoft Exchange

• Has an analytical approach, able to demonstrate attention to detail

• Preferably qualified to ITIL foundation level

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

• Excellent deadline and personal time management skills

• Can work with other members of staff when additional resource is required on projects

• They will approach all situations with a willing, good-humoured attitude. 

• They must be able to use their own initiative when solving problems.

• Ability to methodically work through a problem and provide a reliable resolution.

• The ability to work under pressure whilst maintaining an attention to detail.

• Excellent communication skills both written and verbal

• Excellent organisational skills

• Have an ability to follow organisational procedures.

• Have a passion for learning about new tools and technologies.

Please note:

• 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.