Service Desk Analyst

Summary

A fantastic opportunity to join an industry leader and use your technical expertise to make an impact.   

About the Role

LawMaster is a leading provider of software for the legal industry. We are looking for a skilled and motivated Support Analyst to join our friendly team and provide excellent customer service and support to a broad range of legal clients and internally.  You will be kept busy and challenged as you use your technical expertise to help and support users resolve priorities and issues and troubleshoot problems.  There's also the opportunity to bring your ideas, learn, grow and contribute to continuous improvement.

 Key Responsibilities

  • Provide high-quality service and support across a variety of domains including the full suite of LawMaster, relevant desktop, hardware and software
  • Anticipate and respond to customer requests for support
  • Use structured problem-solving to Identify, analyse and resolve issues and troubleshoot
  • Maintain technical documentation and employ continuous improvement methods
  • Research and stay up to date with industry best practice
  • Manage and maintain the LawMaster knowledgebase
  • Communicate effectively and professionally with end-users and colleagues

What You Bring

  • A degree qualification in information technology, or equivalent
  • Experience working in a customer-facing Service Desk environment
  • Experience with software support enabled with a SQL backend, Microsoft Suite (Office, M365)and Windows operating system
  • Experience (2-3 years) working in an enterprise environment with mature incident, problem, change and release management principles
  • A professional demeanour, excellent communication and problem-solving skills
  • The ability to explain complex technological information and solutions in simple terms
  • The ability to provide exceptional IT support at all levels

What We Offer

  • Work for a small, professional company that has been a market leader in legal software for over 30 years
  • A friendly and collaborative team
  • The opportunity to influence your role, make an impact and grow and learn
  • Great people and a supportive culture
  • Enjoy flexibility, birthday leave, Employee Assistance Program, team lunches and other employee initiatives  

If this sounds like you we would love to hear from you.  Please include a cover letter outlining how your experience and aspirations fit our role, together with your resume and apply using the link below.

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