IT Service Desk Analyst

IT Service Desk Analyst

Location: London (Hybrid Working 50%)

A leading international professional services firm is seeking an IT Service Desk Analyst to join its London-based IT team. This is an excellent opportunity for someone who enjoys being the first point of contact for technology support in a fast-paced, high-quality service environment.

You'll be supporting a diverse, global user base, working with a broad range of technologies while delivering an exceptional customer experience.

The Role

As an IT Service Desk Analyst, you will provide 1st and 2nd line support across a wide range of systems and technologies, ensuring issues are resolved efficiently and professionally. You'll play a key role in maintaining service excellence and supporting business-critical systems.

Key responsibilities include:

• Acting as the first point of contact for IT support requests via phone, email, and ticketing systems
• Troubleshooting and resolving hardware, software, AV, and collaboration tool issues
• Supporting technologies including Microsoft 365, Teams, iManage, IntApp, Elite 3E, and video conferencing solutions
• Logging, prioritising, and managing incidents and requests in line with ITIL processes
• Escalating complex issues to relevant technical teams where required
• Providing clear communication and regular updates to users
• Contributing to knowledge base articles and continuous service improvement

About You

• Experience in an IT Service Desk or IT Support role, ideally within a professional services environment
• Strong customer service mindset with excellent communication skills
• Good working knowledge of Microsoft 365 and end-user support technologies
• Comfortable working in a fast-paced environment supporting senior stakeholders
• Organised, proactive, and keen to develop your technical skillset
• Exposure to legal or enterprise applications is advantageous but not essential

Why Apply?

• Hybrid working model
• Exposure to a global, follow-the-sun IT environment
• Broad technology stack and excellent learning opportunities
• Clear progression pathways within a supportive IT team
• Collaborative, professional culture with a strong focus on service quality

If you're looking for a role where you can build strong foundations in enterprise IT while delivering a high-quality user experience, this is a great opportunity to explore.