IT Service Desk Analyst - 1st Line

We are recruiting for a 1st Line IT Service Desk Analyst to join the IT team, in the Bath office.

You will be responsible for supporting RWK Goodman’s 500+ customers with high quality support. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution.  Ensuring that resolutions are maintained within SLA, plus inclusion in the rota to cover core office hours.

The role will require site visits when necessary, supporting RWK Goodman Bath, Oxford, London Swindon, Marlborough and Thame offices. These visits will be pre-arranged via the Team rota which also includes cover for core office hours and out of hours cover.

Key Responsibilities

• Determine the full scope of the customer’s issue through triage, providing detailed notes as prescribed by the Service Desk processes
• Provide resolutions and workarounds
• Escalate tickets that cannot be resolved by 1st line, providing detailed notes prior to escalation
• Work with other members of the Service Desk team to assist them in the resolution of tickets
• Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs
• Maintain support ticket updates to assist diagnoses and repair of complex issues and provide 2nd and 3rd line teams with detailed information to assist resolution
• Undertake New Starters, Movers and Leavers as prescribed by Service Desk processes
• Undertake building and issuing laptops and mobile phones as prescribed by Service Desk processes
• Undertake administrative tasks such as maintaining asset register and requesting purchase orders.
• Undertake daily system checks
• Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture
• Ensure technical and procedural documentation is accurate, including knowledge base
• Act as Escalation point for customers and, where necessary, escalate to other members of the Service Desk team, including SDM
• Maintaining daily communications with customers to ensure follow up and resolution of tickets
• Procurement of equipment
• Undertake resolution of incidents and service requests in line with SLAs.
• Inclusion in Service Desk rota.

• Software/Application support tools
• Experience in Microsoft office
• Experience with mobile phone support and builds
• Good written and verbal communications skills
• An interested in Information Technology
• Good interpersonal skills

We’re RWK Goodman – a progressive Top 100 law firm. We exist to unlock potential and create a lasting positive impact for our clients, colleagues and communities. Our purpose is what drives our business forward. It’s our guiding principle. And it’s why our clients trust us to be their life-long legal partner.

Over 620 colleagues. 36 specialist areas. 3 core divisions. With offices across the South West, Thames Valley and London. We are widely known for our technical expertise and diverse client base across industries and sectors.

As a people-focused firm, ours is a culture of heart, not ego. In our inclusive environment, we support each other as we strive for success. For ourselves. For each other. And for our clients and communities.

We know our people are what sets us apart. That’s why we’re committed to creating a dynamic and inclusive environment where you can thrive and achieve your full potential. Because this isn’t ‘just another job in law’. This is an opportunity for ambitious legal professionals to develop rewarding careers, in a culture that cares.

We’re on a mission to create a dynamic and inclusive culture. And that starts with our recruitment process. If you have a disability, whether visible or not, we want to work with you every step of the way. Because we want to give you the best chance of success when you apply. If you need any reasonable adjustments to accommodate your disability, such as extra time on written assessments, an accessible interview room or a quiet space before and after the interview, please speak to our Recruitment Team so that we can work together to help bring your best self.

Over a number of years, we have developed a robust and transparent framework which shows you exactly what you need to achieve in order to grow your career at the firm. This isn’t just about hitting KPIs.

The framework helps you to understand how your contribution and behaviours are woven together to create the basis for your progression in the firm. From Secretary to Partner, you can see exactly what is expected of you along the way.