BIS Service Desk Analyst

Gowling WLG
05 Aug 2017
17 Aug 2017
Contract Type
Full Time
About Gowling WLG

Gowling WLG is an international law firm created by Gowlings, a leading Canadian law firm, and Wragge Lawrence Graham & Co (WLG), a leading UK-based international law firm. We built Gowling WLG to provide clients with legal services at home and around the world, and to help you succeed no matter how challenging the circumstances.

Gowling WLG clients have access to in-depth expertise in key global sectors along with a top-tier suite of legal services. With more than 1,400 legal professionals across offices in 18 cities worldwide and specialised expertise in countries around the globe, we’re positioned to help clients rise to the challenges they face – both today and tomorrow.

Main Purpose of the Job

The BIS Service Desk Analyst is accountable for the service delivery provided by the BIS Service Desk Team.

Main Duties and Responsibilities

Provide service desk technical support: answering support queries via phone or email for end-users, including troubleshooting desktop operating systems and applications and escalating appropriately
Ensuring all incidents and requests are effectively logged, prioritised, assigned, updated and resolved within the SLA
Maintaining IT systems documentation in line with ITILv3 practices, via the Knowledge Management System
Remaining aware of and ensuring compliance with, the firm’s IT policies, Data Security policies and other relevant policies, procedures and processes
Keep up to date with new technology and business requirements
Ensure that relevant and useful technical fixes, guidance and other knowledge articles are captured in Service Now
Carry out any such other tasks as required by the BIS Service Delivery Manager or BIS IT Support Manager
Escalate unresolved calls to the Desk Side Team

Key skills and experience

Experience of working within professional services in a service desk environment

Excellent communication skills with a good capability for building and maintaining relationships.

ITIL V3 certified

Standard hours of work are between 8am and 8pm on a shifts basis (35 hours per week) Monday to Friday with 1 hour for lunch.

Equal Opportunities

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion, caste or belief, age, disability, gender, gender identity, gender reassignment, sexual orientation, marriage and civil partnerships, surrogacy, adoption and parental rights. This also includes any incidents of perceptive or associative discrimination and harassment.

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