Service Desk Analyst

As one of the world’s leading law firms, they advise many of the largest and most ambitious organisations across all major regions of the globe. With over 5,000 people, including 3,000 lawyers and over 2,000 business services professionals, operating from their global network of offices across Asia Pacific, Europe, the Middle East and North America, they are at the heart of the new global business landscape providing premium quality, full-service legal advice.

They recognise that the success of their business and their clients relies on the skills, knowledge and ideas of all their people. Their environment is one in which high performance is expected, in return, they will provide you with rewards and opportunities tailored to your personal and professional goals.

Position Overview / Key Responsibilities

  • Provide prompt and positive hardware and software remote support.
  • First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal and handling walk-ups.
  • Professionally handle all tickets offered to the Service Desk with the objective of gaining an understanding of the customers incident/request and offering the appropriate support in a timely manner.
  • Ensure all incoming and outgoing tickets offered to the Service Desk are recorded correctly into tickets in ServiceNow at the time of receiving the information.
  • Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.
  • Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.
  • Keep updated on new and ongoing problems and the workarounds associated with each
  • Carry out Service Desk specific daily operational actions as and when assigned.
  • Monitor ServiceNow ticket queue throughout your shift to pick up new tickets or updates and react to them proactively and appropriately.
  • Provide customers with updates at least every 24 hours during every shift to ensure they are kept fully up-to-date of the status and progression of their tickets.
  • Understand and comply to all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to the Company Policies and IT Security requirements.
  • Develop and maintain good communication with all colleagues and all applicable IT contacts throughout the company ensuring sharing of current IT situations, knowledge, procedures and processes.
  • Proactively maintain access to all the applications and services to undertake the role successfully.
  • Assist with any ad-hoc IT support work when assigned
  • Aim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awareness
  • As and when required covering shifts during the working week including evenings, overnight and over weekends as well as working various Bank Holidays and/or over Religious events during the year.
  • Be available to work in accordance with current pre-set shift patterns but be expectant of some changes due to the Service Desk flexibility to meet companies requirements.

The responsibilities outlined above cannot totally encompass or define all tasks that may be required for the post-holder. The outline of responsibilities given above may, therefore, vary from time to time without materially changing either the character or level of responsibility or grade.

Qualifications, Skills and Experience

  • Good educational background, with ‘A’ level passes or equivalent.
  • Proven experience of working in an IT service desk role in a law firm or large professional services environment e.g. banking, consulting or accounting.
  • Have held an active technical role in the support of multiple production environments across the globe.
  • Confirmed Technical Certification will be a definite advantage
  • Have up-to-date working knowledge of hardware, software, servers, networking, infrastructure, firewall configuration and administrative technical and troubleshooting skill
  • Experience with investigating and analysing Windows, Worksite/Filesite 9.3 Microsoft Office 16, Expert, Interaction, Symantec Enterprise Vault, CompareDocs, Intune, BigHand. Exchange Online, MFA.
  • Experience in working with Azure / Hybrid environment
  • Knowledge of WIN 10, Surface pro 4, screens, monitors, printers and their functions as well as experience on BOYD support
  • Proficiency in Microsoft Office Application support with strong skills needed on Outlook and Windows.
  • Experience with Anywhere 365 , OneDrive, Sharepoint, MS Teams
  • Good technical understanding of communication tools (iphone, MS Teams, email) and systems issues.
  • ITIL Foundation Certified an advantage but should as a minimum be able to explain ITIL best practices and reflect the ability to follow ITIL processes and procedures.
  • Confident and experienced on undertaking remote support investigation and implementing known solutions.
  • Experience in handling and communicating on Major Incident escalations and invoking support from the required support personnel and teams whenever on shift.

Apply now to Just IT and we will review your application. If you are suitable for the role, we will be in contact to discuss this opportunity.


Reference: JR481

Salary: £37,000 – £40,000