Senior IT Service Desk Analyst – Hybrid London

We are seeking a highly skilled Senior Service Desk Analyst to join our IT team. This role is pivotal in delivering exceptional IT support across the firm, with a primary focus on the London office while also providing remote assistance for 1st and 2nd line issues. You will work closely with key stakeholders, including partners and business support staff, ensuring the highest standards of service and operational excellence.

Key Responsibilities

• Act as the primary point of contact for all IT requests and issues within the London office, providing face-to-face support to staff, partners, and directors.
• Deliver high-quality IT support and outstanding customer service in a fast-paced, high-pressure environment.
• Manage and resolve major IT incidents within the London office, ensuring timely communication and resolution.
• Handle incoming calls from internal clients (employees and partners) and occasional external parties, meeting KPI and SLA targets.
• Log and manage all incidents in the IT Service Management tool, ensuring accurate and comprehensive documentation throughout the lifecycle.
• Adhere to departmental and firm-wide policies and procedures, including ISO27001 standards and ITIL best practices.
• Serve as an escalation point for complex tickets, providing efficient resolutions and feedback to the team.
• Mentor 1st line analysts, supporting their development and integration into TLT.
• Maintain and enhance Knowledge Base documentation, including reviewing, updating, and creating articles.
• Attend monthly team meetings at our Bristol Head Office.
• Participate in problem and major incident management to identify pain points and recommend training initiatives.
• Produce performance reports for your allocated office to highlight process gaps and improvement opportunities.
• Conduct stock audits and manage procurement of missing equipment.
• Support office setups and post-completion floor walking to ensure stakeholder satisfaction.
• Manage location-specific escalations that cannot be resolved remotely.

Skills and Experience

• Proven experience in a professional, high-volume IT Service Desk environment.
• Exceptional customer service skills, with strong verbal and written communication abilities.
• Ability to build effective relationships at all organisational levels and work collaboratively as part of a team.
• Resilient and adaptable, capable of thriving in a high-pressure environment.
• Highly self-motivated and able to work independently, taking full ownership of IT support for your assigned office.
• Strong conflict resolution and problem-solving skills.
• Demonstrated ability to manage complex tickets and deliver comprehensive resolutions while keeping stakeholders informed.

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. Over the last few years TLT’s successful growth, delivery of high-quality work and support for colleagues has been consistently recognised by The Times and at the Legal Business, The Lawyer and British Legal Awards.

Our ambition is to create opportunities for what comes next for our clients, recognised as their 1st tier adviser and being valued for our values. We do this in our unique way by creating social value and a dynamic environment where our people are curious, creative and ambitious for their success. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute to the success of TLT.

Our Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role.

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLT.com