It Service Desk Analyst

Slaughter and May are a leading international law firm looking for a capable and client-focused IT Service Desk Analyst to join our Technology team on a 12-month fixed-term basis. This is a role for someone who takes genuine pride in delivering an excellent support experience — someone who remains composed under pressure, communicates with clarity, and brings a methodical approach to diagnosing and resolving issues.

You will be part of a tight-knit Service Desk team that supports colleagues across a broad technology stack, including Microsoft 365, Azure, Intune, Citrix, and a range of specialist legal applications. The team operates to defined service standards and SLAs, and you will be expected to contribute to that consistency from day one. The IT Service Desk operates 24/7/365, and this role is central to maintaining that coverage. You will work across day, evening, night and weekend shifts as part of a structured rota, and flexibility to cover all shift types is a requirement of the position.

In return, you will be joining a supportive team environment in a respected firm where your contribution genuinely matters.

Shift Type Hours:

• Day: 08:00 – 16:00
• Evening: 16:00 – 00:00
• Night: 00:00 – 08:00
• Weekend: same 8-hour shifts, scheduled across Saturday and Sunday

Flexibility to work all shift types — including nights and weekends — is an essential requirement of this role. This will be discussed in full at interview.

Key responsibilities:

• Deliver a consistent, professional service in line with documented Service Desk procedures, call handling scripts and escalation guidelines, ensuring a high standard of communication both verbally and in writing.
• Log, triage, diagnose and resolve incidents and service requests at first line, escalating to second-line support teams in accordance with defined escalation procedures, whilst retaining ownership of incidents and requests throughout their lifecycle, ensuring they meet agreed OLA and SLA targets, proactively managing and communicating progress where targets are at risk.
• Ensure timely and accurate escalation to second-line and specialist teams, providing complete diagnostic information to support efficient resolution and minimise customer effort.
• Demonstrate curiosity when investigating customer issues by asking relevant diagnostic questions, actively listening, and capturing comprehensive information, whilst following approved call handling and escalation scripts.
• Dealing with customers in person at our Tech Hub.
• Dealing day to day with Microsoft Azure, Microsoft Intune, Microsoft Teams, Citrix and BigHand queries.
• First line support for many Legal Applications including Carpe Diem, iManage Work, DocuSign, Laserforms, HighQ and Litera Compare.
• Working as part of a team of 13, the ability to work as part of a team is essential.
• Troubleshoot the firm’s hardware as and when required.
• Occasionally perform software configuration on the firm’s systems.
• Perform any other reasonable duties requested by the Service Desk Team Management.
• Provide a critical business communication interface across the broader Technology group.

Candidate profile:

Candidates for this position must have:

• Providing support to users on:
• Microsoft Office O365 to an advanced level
• Microsoft Windows
• iManage or similar Document Management System
• Microsoft Azure and Endpoint Administration
• Exchange Mailbox (Online) and DLs
• PC, laptop, telephone equipment installation
• Citrix /Secure Access troubleshooting
• Laptop, iPhone or Smartphone troubleshooting

Essential Skills:

• Demonstrate a professional service desk demeanour, including structured call handling, clear communication, and adherence to documented scripts and policies.
• Support users with Document Management System (DMS).
• Troubleshoot email routing queries using Mimecast, Exchange and Windows Defender.
• Installation, technical workings and maintenance of desktop/laptop hardware.