IT Service Desk Analyst in Peterborough

Location: Peterborough (3 office/2 WFH) core team day in the office is Tuesday. With ad hoc travel to other offices as required.

In this role, you will be part of the frontline for our IT service desk - providing prompt assistance with incidents and service requests relating to hardware, software, platforms and systems, as well as administrative tasks that require IT assistance. Building and maintaining strong relationships with colleagues is key to ensuring user satisfaction. It is therefore important that support requests are answered in a timely and professional manner, aiming for a first-response resolution where possible.

About you

This is an early‑careers position, prior industry experience isn’t required. However, 6–12 months in a similar IT support role ideally within an in‑house IT team would be beneficial. You will have an understanding of Microsoft Office, Windows 11, Adobe Acrobat Pro, iOS & Android operating systems, as well as knowledge of Active Directory/Entra ID, Microsoft Exchange, Autopilot, Intune and Citrix.

You will also have:

• A passion for technology - with an eagerness to learn
• Experience providing assistance to colleagues, whether IT or otherwise
• A customer‑centric approach, adapting your communication to your audience
• A willingness to enforce best practice and, as necessary, support and encourage end‑users to improve their IT skills
• The ability to communicate confidently with colleagues, be it via email, telephone or in‑person
• The ability to work effectively, and work well under pressure - prioritising incoming tickets and requests based on urgency, impact and severity
• Confidence to take ownership of issues - investigating root causes, workarounds and solutions before escalating to other members of the wider IT team as required
• The motivation and desire to provide a high standard of IT support

Main Responsibilities

• Monitoring the IT Service Management platform, triaging all incoming tickets and keeping accurate records of incidents, actions and resolutions
• Providing IT support in‑person or remotely via Teams and TeamViewer - escalating issues to colleagues as necessary to ensure all queries are dealt with in a timely and professional manner
• Highlighting any recurring/ongoing issues to the IT Operations Manager so these can be investigated/resolved quickly and efficiently to prevent escalation
• Adding to, and maintaining, the organisation’s IT knowledgebase
• Setting up user accounts and end‑user devices for new joiners
• Assisting with the induction training process - ensuring new joiners have the information they need to start accessing the organisation’s systems
• Maintaining the organisation’s IT asset library
• Assisting the IT Operations Manager and/or IT Director in the rollout of new IT equipment
• Carrying out daily checks of end‑user devices, ensuring all devices are compliant and there are no critical patches overdue

Greenwoods’ IT team is responsible for the security, performance and functionality of all devices used by Greenwoods colleagues. This includes laptops, desktop PCs, mobile phones and video conferencing systems. We ensure that colleagues have a portfolio of devices that are selected, designed, deployed, managed and operated within agreed levels of performance and availability. To do this, we maintain the infrastructure and services required to support devices and applications, ensuring our colleagues can connect from anywhere at any time. We supply software and systems to improve team collaboration and efficient working such as Microsoft Teams, a desk booking service, and the organisation’s intranet. There are also team‑specific applications to support the delivery of our excellent client legal services. We have a strong focus on providing a brilliant colleague experience, whilst simplifying the estate and ensuring the security of Greenwoods’ data and services. We are currently undertaking a major project to modernise our legal software suite (case, practice, and document management) in line with the organisation’s cloud‑first strategy. This role will be based at our Peterborough office, with the requirement to visit our London and Cambridge offices on a regular basis. Once probation has been passed, there will be some flexibility to work from home, but this is primarily an office‑based role in our Peterborough office.