IT Service Desk Analyst

Leigh Day And Co; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working policy (2-3 days from 1

29 days annual leave

Enhanced pension contributions

Life assurance 4 x salary

Cycle to Work scheme

Discounted gym membership

Enhanced maternity & paternity pay

Electric car scheme

Job summary

Leigh Day is seeking a capable IT Service Desk Analyst to support a UK-wide user base from London with hybrid working. You will rely on proactive problem solving, write knowledgebase articles, and contribute to the team with initiative and strong technical grounding.

This role sits in the London IT Service Desk, with a wider eight-person team across Manchester and Leeds, offering remote options and opportunities to grow in a trusted, high-performing environment.

Qualifications

• Minimum 18 months experience in a similar IT service desk role.
• Strong knowledge of Microsoft solutions and Citrix environments.
• Ability to communicate with users at all levels and resolve issues.

Responsibilities

• Provide remote IT support to a UK-wide user base.
• Research, resolve issues, and create knowledgebase articles.
• Adapt to new technologies and document root causes and solutions.
• Collaborate within the London IT Service Desk team and wider function.

Skills

Customer service

Problem solving

Communication

Attention to detail

Self-motivation

Hybrid working

Mac OSX knowledge

Tools

Citrix DaaS

Windows 10/11

Office 365

InTune

Exchange Online

Teams

Dell Laptops

Mimecast

Surface Hubs

Networking basics

Job description

The role will be responsible for supporting a large base of UK-wide users. The role holder will have a minimum of 18 months experience in a similar position, is expected to be highly pro-active, have a good all-round knowledge of IT software, hardware and be able to communicate with a wide range of users at all levels.

You will be required to use your initiative, research, and problem-solving skills to resolve issues and create written knowledgebase articles where required. The position requires a good grounding in IT systems and requires the ability to adapt to innovative technologies, learn new procedures, determine the root-cause of issues, and come up with both tactical and strategic solutions.

This role sits within the London IT Service Desk team, which consists of one Senior Analyst and three Analysts (including this position). It forms part of a wider IT Service Desk function of eight, made up of three Senior Analysts and five Analysts, with a presence in Manchester and Leeds. Across all locations, the team works collaboratively to provide remote support to the wider Leigh Day network.

The team is well-established, collaborative, and supportive, with a strong culture of helping one another and sharing knowledge. This creates an environment where individuals are encouraged to grow, contribute meaningfully, and take real ownership of their work within a trusted and high-performing team.

We offer a flexible working pattern for our IT Service Desk team. Typically, this consists of two days in the office and three days working from home, with one week in three requiring three days in the office. The IT team is also eligible for our working elsewhere policy, which allows up to two weeks of remote working per year for employees who have successfully passed probation. However, the successful candidate will be expected to spend more time in the office initially to support onboarding and gain familiarity with our systems and environment.

The successful candidate will have the opportunity, following the successful completion of their probation period, to opt into participation in the firm's out-of-hours IT support service, which is entirely voluntary and attracts additional remuneration.

The full JD can be downloaded from our website listing.

What you'll bring

Technical

• Minimum 18 months experience in a similar role.
• A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies and NTFS share permissions.
• A good understanding of supporting users within Citrix environments.
• Familiarity with the following hardware and software technologies or platforms:

Technical

• Citrix DaaS
• Windows 10/11
• Strong Microsoft Stack- Office 365, InTune, Exchange Online, Teams
• Dell Laptops
• Mimecast
• MS Surface Hubs
• Networking- basic understanding of LAN/WAN, DHCP/DN

Personal

• Excellent customer service skills with a strong desire to help people.
• A keen eye with attention to detail
• Self-motivation essential as will involve hybrid working
• Knowledge of Mac OSX desktop would be beneficial.
• AV solutions, including Crestron
• ITIL Certification (Foundation or Higher)
• Cisco switches
• BigHand Digital Dictation
• Relevant experience in the legal sector / professional services is preferred but not essential.
• Previous experience of Document Management Systems an advantage

Disclaimer

The role requires a flexible approach to working patterns due to its hybrid nature. This may include early or late starts, both from home and in the office, as well as occasional evening and weekend work to support system maintenance, upgrades, and wider business needs.

About Leigh Day

We are a top 100 law firmcommitted to claimant-only cases, ensuring that individuals have the same access to justice as the UK Government and large corporations. We're not afraid to take on difficult and challenging cases involving medical negligence, serious personal injuries, discrimination in the workplace, defective products and human rights abuses in this country and overseas.

• Hybrid working (typically 2-3 days from home for a full time worker)
• 29 days annual leave (excluding public holidays)
• Enhanced pension contributions
• Life assurance 4 x salary
• Cycle to Work scheme
• Discounted gym membership
• Enhanced maternity & paternity pay
• Electric car scheme

Commitment to equality, diversity, and inclusion

Leigh Day is committed to the principles of equality, diversity, and inclusion. We value the diversity of our colleagues, our clients and the third parties with whom we work. We seek to create an environment where everyone feels included and valued for their unique characteristics, skills and abilities and supported in their needs and responsibilities.

We welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. Please let us know if you would like to discuss any reasonable adjustments at any stage of the application or recruitment process. There is an option to detail this on your application form, however, please just get in touch should you wish to discuss this prior to formally submitting an application. Please note all conversations or disclosures are treated in the strictest confidence.