Service Desk Analyst

A fantastic opportunity has arisen for a Service Desk Analyst to join a leading law firm, providing technical support to users globally across IT systems, infrastructure and security.

Key Responsibilities

• Provide first-line technical support for IT incidents and service requests via telephone, email and in person.
• Manage support tickets, track progress and ensure timely resolution and communication.
• Maintain user hardware, software updates, deployments and security.
• Support and administer mobile technologies for remote employees.
• Manage user accounts, including creation, amendments and deletion across IT systems.
• Maintain technical documentation and support ticket reporting and trend analysis.
• Collaborate with global IT teams to resolve technical issues and support service improvements.
• Assist with local IT projects and initiatives where required.
• Provide occasional support at other offices and work rotating shifts covering 8am–6pm.

Key Experience

• Ideally at least one year's experience in a similar IT support or Service Desk role.
• Experience with Windows 11, Microsoft Office 365 and Microsoft Azure Administration.
• Knowledge of Microsoft Intune, Citrix, Cisco Webex Calling and iManage Cloud.
• Experience troubleshooting hardware, software and user account issues.
• Strong communication skills, both written and verbal.
• Excellent organisational skills with strong attention to detail.
• Ability to work independently in a fast-paced environment.
• Commitment to ongoing technical development and professional learning.

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