Job Title

IT Senior Support Analyst/Senior Service Desk/Support Analyst A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our Guildford based law firm on a permanent basis. IT Senior Support Analyst/Senior Service Desk/Support Analyst Responsibilities and Duties: Provide exceptional, high quality IT support to regional offices to consistently meet customer expectations. Always maintain a customer-focused approach and build relationships with key customers. Oversee the Regional Team to ensure they maintain a consistent and professional standard of support and adhere to defined policies and procedures. Utilise advanced technical expertise to address complex and challenging customer queries and requests and provide guidance to UK Regional team members to facilitate ticket progression. Proactively monitor team member and account admin queues to ensure regular customer updates, ticket progression and resolution. Monitor aged calls daily and ensure appropriate action is taken to resolve. Conduct regular ticket quality checks to improve the quality of information being captured and provide valuable insights into incidents and requests reported across the regional offices. IT Senior Support Analyst/Senior Service Desk/Support Analyst Knowledge, Sills and Experience: ITIL Foundation qualified (or willing to study towards it) Good understanding of ITSM systems Knowledge of typical law firm applications including PMS, document management systems, Microsoft office, document comparison tools, CRM and time recording Excellent technical knowledge of hardware, operating systems, and networks IT Senior Support Analyst/Senior Service Desk/Support Analyst In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business TPBN1_UKTJ