November 21, 2018
Job Type
Industry and Commerce
BI and Analytics
Salary Bracket
Scotland & UK


Our client is seeking an IT Service Desk Analyst responsible for providing first line IT Support to the client and third party suppliers during the required hours:

  • Working shifts as assigned by the IT Service Desk Team Leader during core hours (07:30 - 18:00, Monday – Friday)
  • Providing out-of-hours support as part of the out of hours rota
  • Responding to out-of-hours emergencies such as major incidents, IT security incidents and BCP / DR invocations as required by the Crisis Management Team
  • Logging all incidents and service requests in the ITSM tool, ensuring appropriate detail is captured and updated through the lifecycle of each incident or request in accordance IT Service Delivery Team standards and procedures
  • Taking ownership of incidents and service requests, and following IT Service Delivery Team procedures to assign them to the correct individual, team or third-party supplier
  • Responding in a professional manner and delivering excellent customer service at all times
  • Dealing with incidents and service requests effectively in order to meet individual and team SLAs, OLAs and KPIs
  • Proactively dealing with new incidents and services requests and seeking to progress existing ones in a timely manner
  • Investigating incidents and using the knowledgebase and documentation to provide resolutions or workarounds in order minimise the impact on the individual and the client’s business
  • Dealing with service requests in accordance with IT Service Delivery Team standards and procedures, e.g. creating user accounts, managing user permissions, password resets, configuring and installing end-user compute assets such as PCs, Laptops, Thin Clients, mobile devices and approved applications
  • Providing advice and guidance to end-users in order to enable them to accomplish business tasks using the IT systems
  • Escalating incidents and service requests to the IT Service Desk Team Leader, the IT Service Delivery Manager or to the appropriate individual, team leader, manager or another team where the incident or service request cannot be resolved by the IT Service Desk Team
  • Escalating incidents and services requests to the IT Service Desk Team Leader or the IT Service Delivery Manager where an SLA or OLA has been or is likely to be breached
  • The IT Service Desk Analyst must comply with the following by adhering to IT Service Delivery Team processes and procedures as advised by the IT Service Desk Team Leader: The SRA Handbook, ISO27001, ITIL, GDPR




Experience of working in IT Service Delivery in first line:

  • At least one year’s experience providing end-user IT support services
  • ITIL experience in service request, incident response, diagnosis, resolution, problem management, etc.
  • Excellent troubleshooting skills, accurate, methodical with good attention to detail
  • Able to work as part of a team, multi-task and to organise self in a dynamic and fast paced environment

Broad experience of end user support of technologies and services currently used by the firm, including some of:

  • Microsoft desktop and server technologies, e.g. Windows Desktop Operating Systems (2007 – 2010), Microsoft Office, Microsoft Exchange, Skype for Business, Active Directory, etc.
  • Legal applications, e.g. SOS Connect, SolCase, iManage (client and server), BigHand, Laserforms, HotDocs, or equivalents from other legal technology vendors
  • Other end-user technologies and services, e.g. Mitel Telephony, BES, Mobile Iron, Video Conferencing and Audio-Visual Equipment, etc.
  • Training will be provided in specific technologies where required

Related Jobs

April 26, 2019
Project Manager   Glasgow new
April 24, 2019
Head of PMO   Glasgow
April 11, 2019
Head of Change   Glasgow
April 11, 2019
Programme Manager   Glasgow
April 11, 2019