Service Desk Analyst

Looking for your next step in IT support within a professional, fast-paced environment?

We’re looking for a service-driven IT Service Desk Analyst who genuinely enjoys helping people and solving problems. You’ll be the first point of contact for colleagues across the firm—delivering efficient, accurate support and making a real impact on day-to-day operations.

This is a brilliant opportunity to join a collaborative IT team where your ideas, initiative, and customer focus will be valued.

What you’ll be doing

You’ll provide responsive, high-quality IT support across a variety of channels—email, phone, MS Teams, and in person. No two days are the same, but your core responsibilities will include:

• Managing and resolving Service Desk tickets quickly and professionally
• Supporting users with faults, queries, and access requests
• Escalating issues where needed to minimise disruption
• Setting up and maintaining IT equipment (laptops, mobiles, multi-screen setups)
• Preparing meeting rooms for virtual meetings and presentations
• Supporting ongoing IT projects and improvements
• Sharing knowledge with colleagues and contributing to the knowledge base

You’ll also work within ITIL best practices, including incident management, request fulfilment, and maintaining clear communication with users throughout.

What we’re looking for

You’ll bring a mix of technical know-how and excellent people skills. Ideally, you’ll have:

• At least 2 years’ experience in a busy IT Service Desk environment (ideally within professional services or legal)
• A strong customer focus with experience supporting users directly
• Hands-on experience with ITIL frameworks (incident, problem, change management)

Technical skills:

• Microsoft Office (Outlook, Word, Excel, Teams)
• Microsoft 365, Active Directory, and Intune
• Familiarity with security and networking tools (e.g. Mimecast, VPN, 2FA)
• Experience supporting hardware including laptops, iPhones, and desktop setups

About you

You’re someone who:

• Communicates clearly and confidently at all levels
• Stays calm under pressure and enjoys problem-solving
• Is organised, proactive, and able to juggle priorities
• Takes pride in delivering a high level of service
• Works well independently and as part of a team