IT Service Desk Analyst

DGH Recruitment; Greater London; On-site; GBP 44,100 - 53,900; Full time

Job summary

A London-based law firm is seeking an IT Service Desk Analyst to join their team on a permanent basis. The successful candidate will be responsible for managing incidents, providing 1st and 2nd line support, and resolving user issues. Candidates must have experience in IT support, familiarity with Microsoft 365 applications, and knowledge of ITIL practices. This role involves contributing to service improvement initiatives and maintaining support documentation. An ITIL Foundation certification is required.

Qualifications

• Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
• Strong understanding of incident management and service request handling.
• Proficiency in Microsoft 365 applications like Word and Excel.
• Knowledge of problem investigation for systems and services.

Responsibilities

• Log, categorise, and manage incidents and service requests.
• Provide 1st and 2nd line technical support.
• Deliver desk-side support where remote resolution is not possible.
• Contribute to the creation of technical support documentation.

Skills

1st and 2nd line IT Service Desk support

Incident management

Support for Microsoft 365 applications

Documentation skills

Problem investigation and resolution

Knowledge of ITIL practices

Education

ITIL Foundation certification

Tools

Microsoft 365

3E Cloud

BigHand

NetDocuments

Job description

IT Service Desk Analyst - Permanent - London - £49,000 per annum

A fantastic opportunity has arisen for an IT Service Desk Analyst to join our London based law firm on a permanent basis.

Key Responsibilities

• Log, categorise, and manage incidents and service requests received via calls, email, and self-service tools.
• Follow agreed procedures to identify, record, and prioritise incidents, ensuring accurate documentation and timely updates.
• Provide 1st and 2nd line technical support, resolving incidents wherever possible to achieve a high first-time fix rate.
• Escalate complex issues to specialist technical teams when required.
• Deliver desk-side support to diagnose and resolve user issues where remote resolution is not possible.
• Maintain accurate records of incidents, actions taken, and resolutions within the service management system.
• Contribute to the creation and maintenance of technical support documentation and knowledge resources.
• Investigate problems in systems, processes, and services, assisting with implementation of corrective actions and preventative measures.
• Identify opportunities for service improvement and contribute to continuous improvement initiatives.
• Promote and apply appropriate IT support methodologies, tools, and best practices.
• Participate in shift rotations and on-call support to ensure service availability outside standard hours.

Key Experience

• Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
• Strong understanding of incident management and service request handling using structured processes.
• Proficiency supporting Microsoft 365 applications, including Word and Excel.
• Experience documenting incidents, resolutions, and support procedures within service management systems.
• Knowledge of problem investigation and resolution techniques for systems, processes, and services.
• Familiarity with ITIL practices; ITIL Foundation certification required.
• Experience supporting or working with legal-sector IT applications such as 3E Cloud, BigHand, and NetDocuments desirable.