Service Desk Analyst

About the role

Join a leading national legal firm as a Service Desk Analyst. You will provide essential IT support to users, resolve technical issues promptly, and help maintain high service standards across the organisation.

Key responsibilities

• Support key business applications including Microsoft 365 suite, MS Teams, Exchange Online and Entra ID.
• Provide expert technical support for hardware, software and network problems, ensuring timely resolution.
• Deliver hands‑on assistance for meeting‑room audio/visual equipment setup and troubleshooting.
• Manage user accounts, handling onboarding and off‑boarding processes.
• Log, manage and resolve IT incidents and service requests in line with established SLAs.
• Develop and maintain comprehensive user guides and knowledge‑base documentation.
• Participate in an after‑hours support roster, offering weekend assistance when required.

Required profile

• Minimum 2 years of experience in IT support.
• Strong problem‑solving and time‑management abilities with a focus on exceptional customer service.
• Excellent communication and interpersonal skills, able to interact with staff at all levels.
• Proven ability to work both independently and collaboratively within a team.
• Bachelor’s degree in Computer Science or a related technology field.
• Experience in a professional environment, preferably within a legal or corporate setting, is beneficial.

Required skills

• Microsoft 365
• MS Teams
• Exchange Online
• Entra ID
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• AV equipment setup and support
• User account management

What we offer

• Excellent growth opportunities within a national legal firm.
• Hybrid working model – 4 days on‑site.