Service Desk Analyst
About the job
Join Herbert Smith Freehills Kramer as part of the IT Service Desk team, where you will be the first point of contact for all IT support needs. This job is all about delivering exceptional service and support to a diverse group of professionals in a dynamic environment. The team values collaboration, innovation, and personal growth, ensuring that everyone has the opportunity to thrive and achieve their goals.
You'll be responsible for
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Providing first-level phone support
Delivering quality first-level phone support to all staff, resolving customer requests with a strong customer service approach.📝
Logging customer requests
Logging all customer requests into the ServiceNow incident management system and escalating unresolved incidents.📚
Training Junior Service Desk Analysts
Training Junior Service Desk Analysts and creating knowledge base articles for the IT Service Desk team.Key criteria
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First level IT support experience
3+ years providing first level IT support in enterprise environments.View
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Microsoft-centric environment expertise
Demonstrated experience supporting Microsoft 365, Windows 11, and Intune.View
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Strong communication skills
Proven ability to communicate effectively with diverse teams and clients.View
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