IT Service Desk Analyst - 1st Line

Role Purpose

To provide the best guidance and solutions on all aspects of IT to the business within DLA Piper and to 1st Line colleagues within the International IT Service Desk.  To ensure that the highest levels of service are provided to support the business and it’s clients.  The role acts as a 2nd line escalation for the referral of Service Desk calls.  Where possible, resolving such queries speedily and efficiently ensuring feedback is given to members of Service Desk members and other escalation teams.  To liaise with 3rd line teams a to ensure the knowledge gained is shared within the rest of 2nd line and 1st line (if necessary).  The Service Desk supports all of the offices Internationally.

Main duties and responsibilities

• To provide support and guidance to the business primarily via calls assigned to the 2nd line analyst queue
• To take responsibility for the calls you have received or have been assigned, either resolving or by timely escalation to the appropriate team
• Ensure that the call queue is appropriately managed and all call progress is fully recorded
• Tickets should be updated at all times and immediately an update becomes available
• At the very least, all your tickets should be updated before you leave for the end of your shift and passed back to the 2nd line queue
• To assist 1st line analysts within Service Desk to enable them to provide an excellent service at all times
• Ensure one of the team is always available to act as a referral or as an escalation point for 1st line
• Call handling; to assist in call answering in busy periods to reduce maximum wait times on all calls
• To cascade knowledge to 1st line analysts via desk side training, call and queue monitoring
• To proactively monitor queues and calls and to feedback to 1st line analysts in order to improve knowledge at 1st line
• Any fixes/tips identified or feedback received from other support / IT teams should be regularly passed back to the 1st line team
• Be actively involved in regards to new deployments/rollouts, so that relevant information and procedures can be relayed back to the Service Desk team
• To act as the "Major Incident contact" for Service Desk in absence of Service Desk Manager\Team Leaders in the event of a Major Incident
• To act as an excellent role model in all aspects of work, leading by example within the team, and providing effective ideas and initiatives to improve existing processes within the Service desk and DLA Piper
• Proactively generate ideas and initiatives to maintain and improve upon service and standards within the department and identify process improvements within the service desk team
• To resolve issues by identifying and suggesting 'solutions' rather than 'problems'.

Other

• Ensure that excellent customer service is provided to the business  and your internal colleagues at all times
• To document and feedback to Service Desk Manager\Team Leaders constructively where staff are not following procedures to do with admin, logging calls, resolving, assigning, escalating
• To challenge and feedback to 1st line analysts when information is not included in assigned calls to 2nd Line Analyst queue
• Be flexible to the needs of the business e.g. you may be required to work overtime & change shifts
• Ensure Incident and Event Resolution, Service Request fulfilment and Identity Management activities are being worked on in a systematic way to achieve SLA’s
• Ensure processes are being adhered to so as not to breach security protocols
• Take ownership of all escalations, ensuring they’re managed to resolution / escalated as appropriate
• Apply subject matter expertise and best practices to directly support execution of the services and delivery of projects
• Ensure successful execution of services in compliance with agreed processes and applicable policies and procedures 
• Manage escalations from the team and Community of Expertise
• Ensure highest professional standards in contacts with employees and business partners
• Report and manage metrics to assess performance of the team and the provided services relative to Service Level Agreements and Customers and Team satisfaction 
• Support GSC IT Services Operation Manager, understand Customers’ needs and support implementation of new solutions or extended services
• Provide required analysis of  IT process performance as well as support identification of  additional analysis perspectives to support Manager’s decisions 
• Provide operational  leadership and task management  for  Service Operations  ensuring an efficient rota is maintained to deliver at agreed levels
• Foster a motivated, engaged team working to a single purpose of delivering world class service experiences
• Make sure your team has a highly skilled customer focussed capability
• Inspire  your  team  to  contribute  ideas  that  improve  the  services  you  provide  to  your customers
• Ensure  your  team  are  clear  on  the  ways  of  working  and  tools  they  need  to  be considered an Expert
• Act as New Starter Induction Trainer, coach and mentor colleagues as appropriate. 
• Provide  back  up  where  required  to  the  Service  Desk  Team  Leaders  including implementing Major Incident process when/if needed
• Work as part of a shift pattern rota

About you

• People skills:
  • The ability to communicate effectively at all levels with both the business and other IT departments
  • Exceptional customer service skills with good attention to detail
  • Excellent telephone manner
  • Team player, consider colleagues and have a flexible approach

• Personal skills:
  • Self motivated, enthusiastic and proactive
  • Possess excellent problem-solving skills
  • Able to organise and manage own time, prioritise and meet deadlines
  • Ability to learn new technologies quickly
  • Ability to work in a pressurised/stressful environment

• Technical competency:
  • High level of IT literacy especially within a Microsoft environment e.g. Windows 7, Office 2010, XP, Outlook, Exchange, Active Directory
  • Support packages including Service Management Tools such as Hornbill SupportWorks, Remote access tools such as Remote Assistance and RDP
  • Knowledge of legal applications