IT Service Desk Analyst

I'm working on a fantastic opportunity for an IT Service Desk Analyst to join a well-established law firm known for its collaborative environment and strong technology function. This is a permanent, office-based role supporting users across legal and business departments, with a focus on excellent customer service and technical support.

The Role: You’ll be the first point of contact for all technical issues, providing first-line support and escalating where necessary. The environment is professional, friendly, and fast-paced - perfect for someone who thrives on solving problems and delivering exceptional user experience.

Key Responsibilities:

• Provide 1st-line support across hardware, software, and legal/business applications

• Troubleshoot technical issues via phone, email, in-person, and remote tools

• Build, configure, and maintain desktops, laptops, mobile devices, and peripherals

• Accurately log, prioritise, and manage tickets through ServiceNow (or similar)

• Assist with the onboarding and offboarding process for users

• Maintain documentation and contribute to process improvements

• Support project rollouts and system upgrades when required

What You'll Need:

• 2+ years’ experience in a similar IT support or service desk role

• Excellent communication and customer service skills

• Solid technical knowledge of Microsoft 365, Windows OS, Active Directory, and remote support tools

• Previous exposure to IT within a legal or professional services environment is highly desirable

• Experience with ServiceNow or comparable ticketing systems

• Relevant IT certifications (e.g. CompTIA A+, ITIL, Microsoft) are a bonus

• A proactive, approachable attitude and a genuine passion for tech support

If you're looking to build your career in a firm that values its people and offers exposure to modern tools and professional development, this could be the role for you.