Service Desk Analyst

We are looking for a motivated and enthusiastic Service Desk Analyst to join our IT team. You will be the first point of contact for IT support across the firm, assisting colleagues with first‑line IT requests, account setup, hardware preparation and mobile device management. This role offers excellent opportunities to learn, develop and progress, providing a strong foundation in IT support. You’ll need strong customer‑service skills, good problem‑solving ability and confidence working in a fast‑paced environment. A friendly, helpful approach is essential.

Key Responsibilities

• Provide technical support to colleagues across the firm, onsite and remotely
• Install, configure and maintain hardware and software (laptops, printers, mobile devices)
• Troubleshoot Windows OS, MS 365, mobile and in‑house legal applications
• Support legal document production tools and workflows
• Manage user accounts and access to applications
• Maintain IT asset records and documentation
• Support meeting‑room technology, including AV and conferencing tools (Teams/Zoom)
• Assist with network connectivity, VPN access and remote‑working setups
• Resolve issues within agreed SLAs and escalates when needed
• Work with external vendors and IT providers
• Manage mobile device setup, enrolment and support (MDM, Intune)
• Manage the joiners‑movers‑leavers process, including account creation and hardware allocation
• Assist with hardware imaging, setup and deployment
• Participate in on‑call or out‑of‑hours support where required

Desirable: Exposure to ITSM tools, basic ITIL knowledge, or certifications such as CompTIA A+, ITIL Foundation, or Azure Fundamentals.

About You

• 1–2 years of Service Desk experience, ideally in legal or professional services
• Strong interest in IT and technology
• Confident, friendly and client‑focused with strong customer‑service skills
• Good problem‑solving and troubleshooting ability
• Basic understanding of network infrastructure
• Proactive, organised and able to manage multiple tasks
• Strong communication skills
• Comfortable building relationships across the firm

About our IT Team

Our IT team totals 13 people and is made up of the Infrastructure & Applications, Service Desk and IT training and business engagement teams. We work cohesively and interact daily to support the business and their needs.

What are we like to work for?

• Impact‑Driven Purpose: We align profit with social purpose to create lasting positive impact for our people, communities and planet.
• Committed to the Climate: Through our Climate & Nature Group, we reduce environmental impact and support a just transition to net zero.
• Championing Inclusion: We foster a diverse and inclusive culture where creativity and innovation thrive.
• Flexible and Hybrid Working: Our hybrid model supports balance, with at least two office days per week.
• Progressive Benefits: We offer sustainable pensions, IVF support, private healthcare and a range of wellbeing and personal‑development benefits.

At Bates Wells, equity, diversity and inclusion are part of who we are and how we work. As a B Corp and purpose‑driven law firm, we’re committed to building a workplace that is fair, inclusive and representative of all.