Service Desk Analyst

THE ROLE & TEAM

Brabners IT Team are looking for a Service Delivery Analyst to join our Leeds City Centre team. This is a great opportunity to continue their career within a well-established IT function and act as the first point of contact to all colleagues with their IT queries. We pride ourselves on our customer engagement and service delivery to all our colleagues across the organisation.

We are looking for a strong team player who enjoys working with colleagues and providing quick turnaround to resolved time sensitive issues. If you’re looking to establish your career within IT and gain exposure to a variety of queries whilst progressing your career, then this is the job for you.

This role can be based in our Leeds City Centre office and requires candidates to be on site 4 days a week. We offer a flexible approach to working hours, core hours are Monday to Friday 8am – 6pm.

Agencies: We are not accepting CVs for this role as we are aiming to fill it directly. We value your support and will reach out if required. Please do not send speculative CVs. Any unsolicited CVs sent to hiring managers or the business, without prior instruction from a member of the Talent Acquisition team, will be treated as a gift.

KEY RESPONSIBILITIES

· Act as first point of contact for all IT incidents and service requests

· Resolve 1st and 2nd Line issues for all colleagues in a timely manner

· Manage and update ticketing system, ensuring SLA’s are met

· Prioritise a user-friendly culture through accessible support

· Escalate queries when required to other IT Teams and or 3rd parties

· Update and maintain IT Asset Management System

· Cross-skill and up-skill all software, hardware and business objectives

· Contribute to IT projects when required

ABOUT YOU

· Previous experience within an IT Service Desk is essential

· Strong knowledge of Windows, Microsoft 365, and iOS and Android environments

· Previous interaction with Mimecast would be advantageous

· Excellent communication skills

· Able to confidently build relationships

· Exceptional verbal and written communication skills

· Flexible and can-do attitude

· Proactive and problem-solving mindset

· Great team player

· Inquisitive and solution focused  

BENEFITS

• Competitive Salary

• Flexible approach to working hours

• Hybrid working (2 days on site)

• Bupa/ Medicash

• Discretionary bonus opportunities

• Pension scheme

• Life Insurance & Income Protection Insurance

• 25 days Annual Leave plus flex bank holidays (increasing with service)

• Option to buy 10 additional days annual leave each year

• 2 My Days (in addition to your holiday entitlement)

• Additional discretionary annual leave days

• Enhanced Maternity, Paternity & Adoption Leave

• Career Development Opportunities

• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support) 

ABOUT US

Brabners is purpose-led independent law firm. A certified B Corp with award-winning environmental credentials, we seek to demonstrate that business can bring about positive change by being innovative, diverse and sustainable.

With over 200 years of history, we’re proudly anchored in the North but serve businesses and individuals across England and Wales.

We have won awards for being innovative at the Legal 500 Northern Powerhouse Awards and diverse as Manchester Law Society’s Equality, Diversity and Inclusion Champions. We are also recognised as one of the 25 best large companies to work for in the UK and have won The Legal 500 Future Lawyers awards for job satisfaction, quality of work, social life and work/life balance.