IT Service Desk Analyst

IT Service Desk Analyst - Permanent - London - £49,000 per annum

A fantastic opportunity has arisen for an IT Service Desk Analyst to join our London based law firm on a permanent basis.

Key Responsibilities

• Log, categorise, and manage incidents and service requests received via calls, email, and self-service tools.
• Follow agreed procedures to identify, record, and prioritise incidents, ensuring accurate documentation and timely updates.
• Provide 1st and 2nd line technical support, resolving incidents wherever possible to achieve a high first-time fix rate.
• Escalate complex issues to specialist technical teams when required.
• Deliver desk-side support to diagnose and resolve user issues where remote resolution is not possible.
• Maintain accurate records of incidents, actions taken, and resolutions within the service management system.
• Contribute to the creation and maintenance of technical support documentation and knowledge resources.
• Investigate problems in systems, processes, and services, assisting with implementation of corrective actions and preventative measures.
• Identify opportunities for service improvement and contribute to continuous improvement initiatives.
• Promote and apply appropriate IT support methodologies, tools, and best practices.
• Participate in shift rotations and on-call support to ensure service availability outside standard hours.

Key Experience

• Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
• Strong understanding of incident management and service request handling using structured processes.
• Proficiency supporting Microsoft 365 applications, including Word and Excel.
• Experience documenting incidents, resolutions, and support procedures within service management systems.
• Knowledge of problem investigation and resolution techniques for systems, processes, and services.
• Familiarity with ITIL practices; ITIL Foundation certification required.
• Experience supporting or working with legal-sector IT applications such as 3E Cloud, BigHand, and NetDocuments desirable.

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