IT Service Desk Analyst

HCR Law; Cheltenham; On-site; GBP 20,000 - 28,000; Full time

Job summary

Join a leading law firm as a Service Desk Analyst in Cheltenham, providing essential IT support within a collaborative IT team. In this junior role, you will tackle first-line issues and contribute to user satisfaction through excellent customer service and problem-solving. This position offers opportunities for growth and development in a vibrant work culture.

Benefits

Pension Scheme

28 days annual leave plus public holidays

Bonus scheme

Healthcare cash plan

Electric vehicle scheme

Cycle to Work scheme

Life Assurance

Gym membership contribution

Flu vaccinations

Qualifications

• Passion for supporting people with IT and delivering excellent customer service.
• Willingness to learn and basic knowledge of IT hardware/software.
• Experience with ITSM systems and professional IT support environment preferred.

Responsibilities

• Provide first-line IT support and triage problems.
• Investigate incidents and requests through ITSM.
• Install and configure operating systems and software.

Skills

Customer service

Problem-solving

Communication

Basic IT knowledge

Job description

About The Role

Service Desk Analyst

We are looking for a quick learner and keen Service Desk Analyst to join the IT team. This is a junior position suitable for someone interested in IT, who enjoys supporting people and providing excellent customer service. A graduate or around a year's experience in IT support would be preferred but is not essential.

With more than 850 employees, Harrison Clark Rickerbys is an award-winning Top 60 UK law firm with 10 offices across the UK. The primary purpose of this role is to join the service desk team in providing first-line IT support.

Based in Cheltenham and reporting to the Service Desk Team Leader, you will provide IT support via remote tools and in-person visits. You will work pragmatically and collaboratively with the wider, geographically dispersed, IT team.

You will be responsible for delivering an excellent user experience, reflecting our position as a provider of high-quality legal services and supporting our employees to deliver excellent service to clients.

Main Duties

1. Triage and problem-solve 1st line issues, escalating to senior support or 2nd/3rd line as needed.
2. Respond to, investigate, and diagnose incidents and requests via HCR's ITSM system or support phone line.
3. Adhere to SLAs, keeping users updated.
4. Use internal knowledge base to resolve queries and assist with content updates.
5. Install and configure operating systems and software.
6. Maintain existing devices and peripherals, perform upgrades, and routine procedures.
7. Maintain a safe IT environment.
8. Assist in inventory management of hardware and software.
9. Liaise with 3rd party support for hardware and software issues.
10. Support IT projects and other tasks as required.
11. Identify and escalate areas for improvement within the IT environment.
12. Support users via phone, email, Teams, and in-person visits.
13. Travel between HCR offices as necessary.
14. Participate in shift work and out-of-hours support rota.

About You

• Passion for supporting people with IT and delivering excellent customer service.
• Willingness to learn.
• Clear, concise, and accurate communication skills.
• Creative problem-solving skills.
• Basic knowledge of IT hardware, software, and networking.
• Experience with ITSM systems (preferred).
• Experience in a professional IT support environment (preferred).
• Full UK driving license (preferred).

About Us

Benefits include:

• Scottish Widows Pension Scheme
• 28 days annual leave plus public holidays
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Perks at Work portal
• Cycle to Work scheme
• Life Assurance
• Gym membership contribution
• Flu vaccinations

Why choose HCR?

We offer a challenging environment where careers thrive on effort and merit. Our people enjoy meaningful responsibilities, innovative culture, and a supportive community. We value diversity, inclusion, and equal opportunities, and are an armed forces-friendly organization.

If you're interested, please apply with your CV. Let us know if you need any accommodations during the recruitment process.