Global Service Desk Senior Analyst (12-month FTC) in Belfast

Global Service Desk Senior Analyst (12-month FTC)

Join to apply for the Global Service Desk Senior Analyst role at A&O Shearman

We have an exciting opportunity for a Global Service Desk Senior Analyst to join our Information Technology team, based in the A&O Shearman Belfast office.

Our Information Technology team ensures stable, reliable, and secure platforms and services across 30+ countries. The Global Service Desk (GSD) provides support to internal AO Shearman customers from Singapore, Belfast, and New York, operating on a 24/7/365 follow‑the‑sun model.

Responsibilities

• Responsible for logging, triaging, troubleshooting, and resolving incidents or escalating when needed
• Manage customer requests via phone, email, live chat, and self‑service portal, ensuring timely and accurate updates
• Take ownership of incidents and work orders, aiming for first‑touch resolution and maintaining service quality
• Administer user accounts and permissions across key systems (Active Directory, Entra, M365, Exchange, WebEx)
• Ensure SLAs and KPIs are consistently met, delivering exceptional customer service
• Perform Major Incident administrative duties when required
• Deputise for Team Leaders/Manager during absences and support operational continuity
• Lead onboarding and training for new team members, sharing knowledge and best practices
• Identify and implement service improvements and contribute to projects or initiatives
• Provide technical and process leadership, supporting colleagues and promoting a customer‑centric ethos

Qualifications

• IT‑related degree with relevant experience OR ITIL Foundation (ITIL Practitioner certificate preferred) OR significant proven IT Service Desk experience
• A customer‑first mindset with strong communication skills to explain technical concepts clearly to non‑technical colleagues and customers
• Proven experience in a technical support role within an ITIL‑driven environment
• Ability to work independently, prioritise tasks, and adapt under pressure while maintaining high standards
• Solid knowledge of IT Service Desk operations, Microsoft technologies (Active Directory, Exchange, O365, Azure, InTune), and ticketing systems
• Familiarity with Major Incident and Problem Management processes
• A proactive, inquisitive approach with willingness to learn, develop skills, and work flexibly (including occasional out‑of‑hours and travel)

Benefits

We recognise that our people are our most valuable asset, reflected in a wide range of benefits: occupational pension scheme, group income protection cover, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back‑up care support, parental and special leave, online discounts and lifestyle management services. Flexible working is available, allowing up to 40% of working time from home.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please contact our recruitment team who will provide needed adjustments.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Law Practice and Legal Services