2nd Line Service Desk Analyst

Hill Dickinson LLP; Greater London; On-site; GBP 30,000 - 55,000; Full time

Job summary

Hill Dickinson LLP in London seeks a Service Desk 2nd Line Analyst to join our IT Operations team. You will report to the Service Delivery Manager and work across IT Operations and security teams to support users across the UK, Europe, and Asia.

In this role you will troubleshoot issues, maintain SLA targets, share knowledge, and collaborate with Tier 3 and other central support teams. A strong ITIL background and cyber security awareness are advantageous.

Qualifications

• IT Service Desk experience required.
• Strong communication and customer service skills.
• Knowledge of Windows 11, MS Office, MS Server and AD.
• Familiar with ITIL-based processes.

Responsibilities

• Troubleshoot and resolve user issues with first-time resolution where possible.
• Maintain open communication with users on ticket progress.
• Monitor queues to meet Service Level targets and metrics.
• Collaborate with Tier 3 and other teams for support and projects.
• Create and maintain knowledge base articles.
• Identify IT problems and trends with Service Management.
• Provide ad-hoc support for key business users.
• Adhere to ITIL standards.

Skills

Windows 11

MS Office

MS Server

AD

Network terminology

Laptop/Desktop/Printer hardware

ITIL experience

Cyber security awareness

Excellent communication

Calm under pressure

Team player

Tools

Solarwinds

Samanage ITSM

Job description

Hours : Monday to Friday, 08:00 – 18:00 (35 hours per week) Working a combination of shifts between these hours to ensure full support.

Happy to talk flexible working

Hill Dickinson are proud to be named as a Top Ten Employer for Working Families 2025 for the second year running and so, we are happy to consider flexible working opportunities to help you balance your work and home life.

Team: IT - Service Desk

Location: London

Role overview

Introduction to the team:

The Service Desk 2nd Line Analyst is an integral part of our IT Operations team, reporting to the Service Delivery Manager, with guidance provided by a Team Leader.

Our IT Operations team is a friendly and diverse group encompassing Service Delivery Management, Infrastructure, Solutions Architecture, and Security Architecture, spanning multiple locations across the UK.

You'll find your work with us both stimulating and varied. No two days are alike, and you'll have the opportunity to collaborate with other IT Operations teams, Project Management, and users across the UK, Europe, and Asia.

Key responsibilities

As a Tier 2 Analyst, your role is pivotal in ensuring the seamless operation of our IT Services. Your responsibilities include:

• Troubleshoot and Resolve: Investigate and resolve user issues, striving for first-time resolution while ensuring that any escalations to other Tiers and Support Groups have comprehensive information.
• User Communication: Maintain open communication with users, keeping them informed about the progress of their support ticket.
• Service Level Management: Monitor call queues to meet and exceed Service Level targets, including 'abandonment,' 'average speed to answer,' and 'first-time fix.'
• Team Collaboration: Collaborate with Tier 3, Tier 1 and other Central Service support teams when necessary, assisting with project work and increased demand.
• Knowledge Sharing: Contribute to and facilitate knowledge sharing by creating and maintaining knowledge base articles.
• Problem Identification: Collaborate with Service Management to identify and resolve underlying IT problems and trends.
• Ad-Hoc Support: Provide ad-hoc support for key business users, ensuring their issues are addressed promptly.
• ITIL Standards: Execute all activities in compliance with best-practice ITIL standards.

What are we looking for:

• Excellent Communication Skills: Strong verbal and written communication skills are crucial.
• IT Service Desk Experience: Proven experience working on an IT Service Desk is a must.
• Service Excellence: Demonstrate enthusiasm and commitment to providing outstanding service.
• Customer Service Skills: Exceptional customer service skills to ensure a positive user experience.
• Technical Proficiency: Good/broad knowledge of Windows 11, MS Office, MS Server, AD, Network terminology and function, Laptop/Desktop/Printer hardware.
• Calm Under Pressure: The ability to remain composed and effective in high-pressure environments.
• ITIL Experience: Demonstrable experience working with ITIL-based processes.
• Cyber Security Awareness: A strong awareness of Cyber Security Threats.
• Team Player: Ability to work collaboratively as part of a team.
• Resourcefulness and Dynamism: Be resourceful and dynamic in approaching and resolving IT challenges.

It would be beneficial for you to have some of the following:

• Solarwinds Desktop/Samanage ITSM Suite Experience: Experience with these tools would be beneficial.
• ITIL Qualifications: Possession of ITIL certifications is a plus.
• Legal Environment Experience: Experience working in a legal environment

If you don't meet all of the criteria above but feel that you could add real value to Hill Dickinson, we encourage you to apply and if successful, we can help you develop along the way.

Equality, Diversity and Inclusion

Hill Dickinson is committed to providing fairness and equal opportunity for all regardless of age, gender, gender identity, ethnic origin, disability, sexual orientation, marital or transgender status, nationality, religion or belief.

We understand that our power as a firm comes from empowering our people and that it is only by encouraging and enabling individuals to be themselves at work that we can truly benefit from their rich and varied strengths.

Hill Dickinson is an equal opportunities employer. All applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background and from all routes to qualification, with both the SRA and CILEx.

Disability Support

We are a Disability Confident employer, which means if there is anything that we can do to make your visit easier, so you are able to perform at your best, please let us know. You can contact the HR team at [e-mail] should you require any adjustments to the application or interview process.

At Hill Dickinson, we welcome applications from individuals that are looking to return to the law as well as all routes to qualification, with both the SRA and CILEx.

All successful candidates will be subject to our standard pre-employment screening, including a basic criminal record check via Disclosure and Barring Service. Any offer of employment made is conditional upon completion of all checks.

Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.

Dependent on experience

Monday to Friday, 09:00 - 17:00 (35 hours per week)