Service Desk Analyst

Service Desk Engineer – 3-month contract – Liverpool

My Legal customer looking for an experienced individual to join a busy and collaborative IT Service Desk, supporting users across the business and ensuring a first-class support experience.

As a Service Desk Engineer, you’ll be the first point of contact for IT support requests, providing timely and effective resolution of a wide range of technical issues. Working as part of a supportive IT team, you’ll manage incidents and service requests from initial contact through to resolution, ensuring users receive a professional and positive experience every time.

Key experience required

• Experience as a Service desk engineer previously ideally in the legal industry
• Microsoft 365 administration and support
• ServiceNow – tickets
• iManage (preferred)
• Windows desktop support
• Active Directory and user administration
• General hardware, software and peripheral troubleshooting
• Remote support tools

Key responsibilities

• Providing 1st and 2nd line technical support to end users via phone, email and remote support.
• Logging, managing and resolving incidents and service requests through to completion.
• Troubleshooting hardware, software and Microsoft 365 related issues.
• Supporting users across Windows desktop environments and core business applications.
• Using ServiceNow to manage tickets in line with agreed service levels.
• Supporting and troubleshooting iManage where required.
• Escalating more complex issues to senior technical teams when appropriate.
• Maintaining accurate documentation and updating knowledge articles.
• Working collaboratively with colleagues across IT to deliver an excellent support service.

The Service Desk engineer is required onsite, in Liverpool 5 days a week.

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