Summary
Aamp;L Goodbody is looking to recruit an IT Service Desk 2nd Line Support Analyst to join our growing IT Department. This position reports to the IT Service Desk Manager and provides day-to-day Service Desk support (2nd line duties) to all Aamp;L Goodbody offices.
The role is responsible for supporting the provision and continual improvement of IT support services from the IT Service Desk to all ALG offices globally.
Aamp;L Goodbody is currently going through an exciting technology transformation involving a migration of all enterprise applications to SaaS and IaaS services together with a move to Zero Trust endpoints using the very latest technologies in the market.
Roles and Responsibilities
- The Senior Analyst role will provide an escalation point for incidents that cannot be resolved by the 1st Line Service Desk Analysts. The Senior Support Analyst in turn will liaise with/escalate issues to other teams within IT teams or 3rd Party providers where appropriate.
- Prioritise queries, either escalated from 1st line Service desk, highlighted by the Service Desk Manager amp; Service Desk Tech Lead, or identified as a priority from trending or triage.
- Manage the recording of escalated calls from the IT Service Desk Analysts to support analysis and upskilling programs.
- Find service improvement opportunities through ticket analysis whereby escalation activity can be reduced
- Support good communication between IT Service Desk team and wider IT team regarding technical issues.
- Create and update useful IT Service Desk guidance and procedure notes to support organic knowledge share. Be owners of the Service Desk technical processes, ensuring periodical reviews and training.
- Key involvement in the training and mentoring of new and existing IT Service Desk staff.
- Provide support during an 8.5 hour week day shift (alternating 08:30 17:00 / 09:30-18:00 -gt; Mon - Fri)
- Be part of an out-of-hours emergency support rota
- Provide additional cover when required to ensure that the Service Desk KPIs are met.
- Take ownership of incidents and requests throughout their lifecycle and track Incidents and requests to conclusion in line with SLAs and quality standards.
- Contribute to the delivery of quality support ensuring that nothing gets overlooked, customers are kept informed of progress and complaints/escalations are kept to a minimum.
- Keep up-to-date on service delivery sector trends, developments and the associated opportunities and contribute to the development of plans to exploit those trends to improve the IT service delivery to the firm
Skills, experience and characteristics required
- Certification or diploma in IT or related subject
- Minimum 3-4 years of Service Desk experience
- Knowledge of working within an ITIL environment
- Familiarity with an ITSM tool (Manage Engine Service Desk Plus, Service Now)
- Experience working with Windows 10 amp; Windows 11, Active Directory, Azure Active Directory, MS Office suite, Office365/Microsoft 365, MS Exchange, VPN support, ZScaler support, Zoom, Teams, experience on supporting corporate/enterprise mobile devices and printing solutions. Experience of legal specific software would be an advantage iManage, Bighand.
- Ability to work in a challenging environment with changing priorities/deadlines
- Experience of adhering to and achieving/exceeding SLA’s
- Flexibility and adaptability
- Strong problem solving skills
- Analytical troubleshooting skills
- Excellent communication skills via different mediums i.e. telephone, email and IM
- Strong customer service focus
- Evidence of teamwork/strong team player
The firm
Aamp;L Goodbody (ALG) is a leading Irish law firm. It has 6 international offices in Dublin, Belfast, London, New York, San Francisco, and Palo Alto. There are currently 112 partners and over 900 employees. The strong international and domestic business community in Ireland forms a valuable part of the Aamp;L Goodbody client base
.It is consistently ranked number one in the Irish market and also on a European level. We are incredibly proud that Aamp;L Goodbody has been named one of Ireland's top 25 best places to work according to LinkedIn's Top Companies list for 2022. A sample of other recent notable awards include Irish Law Firm of the Year (2021) by Who's Who Legal; Most Popular Graduate Recruiter in Law (2021) by GradIreland; Tier 1 in all 7 practice areas (2022) by Chambers Global; Band 1 in 11 practice areas (2022) by Chambers Europe; Outstanding Firm for Pro Bono (2021) by Chambers Europe; and Diversity amp; Inclusion Firm of the Year (2021) by EMEA Tax Awards.
Aamp;L Goodbody has a reputation for leading the way in continuous