Global Service Desk Senior Analyst

A&O Shearman; Northern Ireland; On-site; GBP 40,000 - 50,000; Full time

Job summary

A global law firm in Northern Ireland is seeking a Global Service Desk Senior Analyst to enhance IT service delivery. The role includes incident management, customer support via various channels, and technical leadership in a hybrid working environment. Successful candidates will have IT-related qualifications and experience in a technical support role. The position offers a dynamic shift pattern with competitive benefits, prioritizing a customer-focused approach.

Benefits

Occupational pension scheme

Group income protection cover

Health and wellbeing services

Flexible working arrangement

Qualifications

• IT-related degree with relevant experience or ITIL Foundation (ITIL Practitioner certificate preferred) or significant proven IT Service Desk experience.
• Proven experience in a technical support role within an ITIL-driven environment.
• Solid knowledge of IT Service Desk operations and Microsoft technologies.

Responsibilities

• Logging, triaging, troubleshooting, and resolving incidents or escalating when needed.
• Managing customer requests via phone, email, live chat, and self-service portal.
• Taking ownership of incidents and work orders, aiming for first-touch resolution.

Skills

Customer-first mindset

Strong communication skills

Independent work

Prioritization

Technical support experience

Education

IT-related degree or ITIL Foundation

Tools

Microsoft technologies (Active Directory, Exchange, O365, Azure, InTune)

Ticketing systems

Job description

Job Description

We have an exciting opportunity for a Global Service Desk Senior Analyst to join our Information Technology team, based in the A&O Shearman Belfast office.

Information Technology Team - Belfast

The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and practically fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

The Global Service Desk (GSD) is responsible for providing support to internal AO Shearman customers. The team is based in 3 key locations, whichWyare Singapore, Belfast & New York operating on a 24/7/365 follow the sun support model.

What you will do

• Responsible for loggingclus, triaging, troubleshooting, and resolving incidents or escalating when needed
• Manage customer requests via phone, email, live chat, and self‑service portal, ensuring timely and accurate updates
• Take ownership of incidents and work orders, aiming for first‑touch resolution and maintaining service quality
• Administer user accounts and permissions across key systems (Active Directory, Entra, M365, Exchange, WebEx)
• Ensure SLAs and KPIs are consistently met, delivering exceptional customer service
• Perform Major Incident administrative duties when required
• Deputise for Team Leaders/Manager during absences and support operational continuity
• Lead onboarding and training for new team members, sharing knowledge and best practices
• Identify and implement service improvements and contribute to projects or initiatives Howard> and? Actually keep text:
• Provide technical and process leadership, supporting colleagues and promoting a customer‑centric ethos

You will work a dynamic rotational shift pattern covering 7 days a week. Weekend shifts are 12 hours and fully rotational, and you'll receive a premium hours payment as part of your competitive package.

What you will have

• IT‑related degree with relevant experience OR ITIL Foundation (ITIL Practitioner certificate preferred) OR significant proven IT Service quím?
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• IT-related degree with relevant experience OR ITIL Foundation (ITIL Practitioner certificate preferred) OR significant proven IT Service Desk experience
• A customer‑first mindset with strong communication skills to enable you to explain technical concepts clearly to non‑technical colleagues and customers
• Proven experience in a technical support role within an ITIL‑driven environment
• Ability to work independently, prioritise tasks, and adapt under pressure while maintaining high standards
• Solid knowledge of IT Service Desk operations, Microsoft technologies (Active Directory, Exchange, O365, Azure, InTune), and ticketing systems
• Familiarity with Major Incident and Problem Management processes
• A proactive, inquisitive approach with willingness to learn, develop skills, and work flexଳ (including occasional out‑of‑hours and travel)

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back‑up care support, parental and special leave, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to шу% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

Visit our careers portal at A&O Shearman Careers and submit your CV to our Talent Network to be notified when the perfect opportunity becomes available.