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Service Desk Analyst -1st / 2nd / 3rd Line

  • Job reference: 24147
  • Location: City of London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £28000 - £35000 per annum

Currently we are looking for a Service Desk Analyst (1st / 2nd / 3rd Line) to join a multinational Law firm. The position will see you working in the London office. There will also be opportunities to travel.

The Service Desk Analyst will be an integral member of the support team. You will provide support via telephone, email and face to face across 1st, 2nd and 3rd line.


Role: Service Desk Analyst

Location: London (City)

Salary: £28,000 - £35,000

Working hours: 35 hours per week, Shift will be between 7am-7pm


Provide day to day technical support for issues relating to systems, hardware, software, printers and phones

Log incidents/requests and categorise/prioritise them

Provide excellent customer service

Provide efficient 1st and 2nd Line support and help out with 3rd line where necessary.



  • Service Desk experience
  • Good working experience with the Microsoft stack (Microsoft Office, Microsoft Exchange, Windows OS)
  • Understanding of ITIL framework
  • Strong ability to articulate ideas/solutions
  • Ability to work under pressure - previous Professional Services experience would be desirable


You will be working with the following technologies, so any experience here will be beneficial:

  • Microsoft Office suite (2010/13)
  • FileSite (iManage)
  • Lotus Notes (Email) and Outlook / Exchange 2010
  • Lexis Nexis Interaction
  • Windows 7 / 8.1
  • G2 Digital Dictation / Transcription
  • PDFDocs / CompareDocs
  • BMC Footprints (Ticketing System)
  • Billback COst Recovery
  • Laserforms
  • Direct Access / VPN
  • Blackberry BES 5 / BES12
  • Mobile Device Setup - Mobile Iron
  • Cisco Call Manager / Call Manager Express
  • Lync / Skype for Business
  • SCCM
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