Service Desk Analyst

Service Desk Analyst

This is a fantastic opportunity to join a top 100 law firm based in Wakefield. We are looking to hire a Service Desk Analyst to work within our IT Department!
About Minster Law
We’re a leading personal injury law firm that exists to create outcomes that matter for our clients, partners, and our local community. Since 2006, we have been supporting people who have been injured in road traffic accidents, biking accidents, or accidents at work. We’re privileged to be able to support our clients through one of the toughest points in their lives and get them the resolution and rehabilitation they deserve.
We proudly work with some of the biggest insurance brands and we’re on a mission to be the leading legal services provider for insurers in the market. With that said, we’re challenging the rigid and outdated perspectives of a traditional law firm with forward-thinking, smarter ways of working.
What you’ll be working on
You will be taking responsibility for and owning the co-ordination of all site incidents, changes and service requests to the Service Desk, ensuring they are resolved, managed, or escalated through to completion to the customer’s satisfaction and within service level agreements.
Your day-to-day
• Working as part of a team to provide a single point of contact for logging incidents and Service Requests received via phone, email, intranet/internet or through pro-active system monitoring and where possible resolve on first contact.
• Evaluate the priority of Incidents, Problems and Changes logged to ensure all diagnostic information is provided for error resolution and incident analysis.
• Ensure that the appropriate incident management processes are followed and adhered to.
• For all requests that cannot be directly resolved, provide an effective interface between customers and those responsible for diagnosis and resolution, taking into account agreed levels of service.
• Provide support and installation of desktop services including PC’s, Laptops, telephones, printers, Local Area Network infrastructure and Desktop applications.

You should apply if you have
• Previous experience working in a similar role
• The ability to work under pressure and manage your time well to meet tight deadlines, whilst demonstrating drive and a positive approach to your work.
• A logical approach to trouble solving, diagnosing and resolving problems (technical and non- technical challenges in the business environment).
• Excellent communication skills (verbal, written and listening) including an excellent telephone manner and high customer service skills.

Even better if you
• Have a flexible attitude towards working hours, to ensure the minimum disruption to business operations during periods of system maintenance.
• Are robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
• You take opportunities to develop and are committed to developing your career.
• You’re passionate about supporting local communities and are eager to get involved in our “Giving back” programme.

What’s in it for you
• A salary between £22,400 - £28,000.
• An annual discretionary bonus scheme.
• Hybrid working, offering our colleagues flexibility to work where they can provide the best support to our customers and colleagues alike.
• 25 days holiday, which can increase up to 30 days in line with service.
• “Time for Me” days which gives you the opportunity to take up to 12 additional days per year through condensed working.
• Working in a platinum-accredited Investors in People organisation that’s committed to your development.
• For more details on these and other benefits, check out our website.

The Interview Process
Applications close on Friday 12th April 2024, and the interview process will include:
- A technical interview with our hiring manager
Equal Opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.

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