Service Desk Analyst

Overview

IT Service Desk Analyst – Global Law Firm

I’m working with a leading sector-focused, global law firm that’s looking to add an IT Service Desk Analyst to their team. This is a great opportunity for someone with proven IT support experience to step into a fast-paced, professional services environment and play a key role in delivering first-class IT support to colleagues across the globe.

The Role

You’ll be part of the firm’s front-line IT support team, acting as the first point of contact for any technical queries. The team supports a wide range of systems and applications, ensuring staff across all offices receive efficient, professional, and friendly assistance. The goal is simple: providing the best possible customer experience to internal users.

This is a hands-on role where you’ll be supporting everything from Microsoft 365 and Teams through to specialist legal applications like iManage, Elite 3E, and IntApp. You’ll be working in a busy environment where no two days are the same, taking ownership of issues and seeing them through to resolution. The role also includes evening and weekend cover as part of a global follow-the-sun rota (with an additional allowance for out-of-hours work).

Key Responsibilities

• Acting as the first point of contact for IT support queries (via phone, email, or face-to-face) for the firm globally.
• Providing both remote and desk-side support across a broad range of applications and hardware, including Microsoft 365, Teams, Zoom, iManage, Elite 3E, IntApp, BigHand, and mobile technologies.
• Logging and managing tickets through ServiceNow and ensuring accurate documentation.
• Taking ownership of issues through to resolution, escalating where necessary, and always keeping users updated.
• Supporting audio and video conferencing setups.
• Contributing to knowledge base articles and continuous improvement of IT support processes.

What They’re Looking For

• At least 12 months’ experience in an IT support role, ideally within professional services.
• Strong troubleshooting skills across both hardware and software.
• Hands-on experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams).
• Exposure to legal applications is a bonus but not essential.
• Excellent communication skills, with a calm and professional manner.
• A customer-focused mindset and the ability to thrive in a fast-paced environment.
• Flexibility around working hours, including evening and weekend cover on a rota basis.

An ITIL Foundation qualification and knowledge of audio/visual systems would be great to have, but not essential.

The Offer

This role provides the opportunity to join a collaborative IT team within a truly global firm, where you’ll have the chance to work with a wide range of technologies and gain exposure to specialist legal systems. You’ll also receive an allowance for out-of-hours shifts, and the late 4pm–midnight shift can be worked remotely.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Analyst and Information Technology

Industries

• Legal Services, Law Practice, and Professional Services

Location: City of London, England, United Kingdom

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