About the position
Legal practice is looking to appoint a Service Desk Analyst
The Service Desk Analyst is responsible for providing professional, responsive first and second-line IT support to partners, fee earners and business services staff across the offices. This is a highly visible role, the Service Desk Analyst is often the first point of contact between IT and the business, and every interaction must reflect the firm's white glove service standards.
Required:
- Relevant IT qualification (A+, N+ or combination thereof).
- Microsoft 365 certification (e.g. MS-900 Microsoft 365 Fundamentals) or Microsoft Office Specialist certification.
- Minimum 2–3 years' experience in an IT service desk or desktop support environment.
- Solid experience supporting Microsoft Windows and Microsoft 365 environments.
- Experience with ITSM ticket logging systems.
Preferred
- ITIL 4 Foundation certification (or willingness to obtain within 12 months).
- Microsoft Azure Fundamentals (AZ-900).
- Experience in a legal, professional services or financial services environment.
- Experience with ManageEngine ServiceDesk Plus.
- Experience with IT asset management processes.
Key Performance Areas
- First & Second-Line Technical Support
- Provide professional, courteous first and second-line IT support to all staff across face-to-face, telephone, email and self-service channels.
- Log, categorise, prioritise and update all incidents and service requests accurately within ManageEngine ServiceDesk Plus in line with established procedures.
- Take ownership of assigned tickets, driving them to timely resolution within SLA targets.
- Diagnose and resolve hardware, software, network and application issues at the desktop level.
- Escalate issues that cannot be resolved at first/second line to appropriate third-line support teams with comprehensive handover notes.
- Deliver a concierge-level service experience, recognising that in a law firm environment, every interaction with a partner or fee earner is a priority engagement.
- Proven experience providing face-to-face and remote IT support to a large user base within an organisation.
- Must have worked in an environment supporting 50+ employees/users and be comfortable managing a high volume of support requests.
Technical Environment
The candidate should demonstrate proficiency in most of the following:
- Microsoft Windows 10 & 11
- Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, OneDrive)
- Microsoft Entra ID (Azure AD) and Exchange Online
- Microsoft Intune / Endpoint Manager
- ManageEngine ServiceDesk Plus
- iManage Work document management system (or other DMS)
- Email security (Mimecast or similar)
- Video conferencing platforms (Microsoft Teams, Yealink, BYOD)
- Apple iOS and Android mobile device support
- Managed print solutions (PDPrint, MFDs)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Encryption and endpoint security tools
- Legal practice management systems (e.g. Aderant, CMS) — advantageous
Working Conditions
- Participation in an after-hours standby roster on a rotational basis.
- Fast-paced, high-pressure environment typical of a leading law firm.
Please note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.
However, please keep a lookout on our website, [URL Removed] for available positions which may be inline with your career aspirations.
Desired Skills:
- IT service desk
- Desktop support
- ITSM ticket logging systems
