Service Desk Analyst

We are BDB Pitmans, recognised for our market-leading expertise in infrastructure. We also specialise in real estate, energy, technology, transport as well as corporate and commercial matters, private wealth, employment, and public and charity law.

With offices in London, Cambridge, Reading and Southampton, we have a team of over 420 experts dedicated to making a clear and positive difference, with the legal precision we are known for.

At BDB Pitmans, we care about helping shape what’s important to people and society. Working constructively with our colleagues and clients and by explaining things clearly in a friendly and approachable way.

ED&I

At BDB Pitmans, our commitment to equity, diversity, and inclusion sits at the heart of who we are as a firm as we are passionate about ensuring we create a work environment where everyone feels safe, respected, and fully supported to be themselves. Our ED&I work, though, goes beyond how we work with our colleagues. Our firm values – we act with respect, we work in partnership, and we find solutions – are deeply embedded in ED&I principles, and heavily inform how we approach client relationships, as well as external partnerships.

The team

The IT team provide support for all IT applications, IT training, network support and development.

The opportunity

The role of the Service Support Analyst is to provide 1st line support for the firm, as part of the Service Support Team. The team currently comprises 5 engineers, 1 Analyst and a trainer based across two sites.

This is a great opportunity for someone at the start of their IT career, looking to get a foot in the door of an interesting and niche industry. You will work closely with the 2nd line support in the office, and there will be a good support network around you in the department to help with learning and development. There will be a lot of engagement with senior members of staff throughout the firm so good communication skills are essential.

Main Responsibilities

• You will be the first point of contact for any users reporting problems to the Service Desk, with a keen focus on customer service and prompt response times.
• Log, update and close all calls received in the call logging system, whether received via telephone, email or in person.
• Ensure the Service Desk phone is answered at all times within core support hours.
• Carry out meeting room set ups, using AV equipment in offices.
• Promote and nurture a customer focused and performance driven culture within the IT Department.
• Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback.
• Maintain at all times a professional, friendly and customer service based approach in interactions with customers and internal colleagues.
• Keep and maintain a safe and tidy working environment.
• Escalate to the Service Desk Manager any major or ongoing problems that might affect business operations.
• Maintain a daily awareness of the status of open faults awaiting resolution, and to provide feedback on such faults to the call originator, at periods suggested by them.
• Manage all incidents, requests and problems to a high level of customer service ensuring the needs of the business are given the highest priority in-line with IT policy and procedure.
• Carry out project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately.
• Manage Service Support Team work queue as per call handling guidelines.
• Cover a shift pattern between Mon-Fri 08:00-19:00 as required.
• Occasional travel to regional office.
• Ensure all desktop related IT assets as specified by the Configuration Management Policy are entered into the CMDB and tracked as per the policy.

Who we are looking for

• Previous experience working in a customer care environment and handling email and telephone queries.
• Service Desk/Support Analyst experience within a Service Desk/Support Team is desirable.
• Experience of working in a professional services or financial services environment supporting all levels of users is desirable, but not essential.
• Experience working in an ISO27001 environment would be useful, but not essential.
• A good working knowledge of:
• Windows 10 and 11
• Office 365
• Exchange Online
• Network technology
• Microsoft Teams (and Telephony within Teams)