IT Service Desk Analyst - 6 Month FTC

Ashurst Perkins Coie; Glasgow; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Flexible work options

Health and wellbeing benefits

Career advancement opportunities

Job summary

Ashurst Perkins Coie is seeking an IT Service Desk Analyst to provide first- and second-line support to end users in our Glasgow office with hybrid working. You will troubleshoot hardware, software, and network issues, document requests, and ensure quick, friendly resolutions to minimise downtime.

Ideal candidates have 1–2 years in IT support, a degree in IT or related field, and experience with ticketing systems (ServiceNow, JIRA, Zendesk) and Microsoft Office.

Qualifications

• 1–2 years of IT support or helpdesk experience.
• Bachelor's degree in IT, CS, or related field (or equivalent work experience).
• Proficiency with Windows and macOS operating systems.

Responsibilities

• Serve as the first/second point of contact for IT support requests via phone, email, and walk-ins.
• Troubleshoot hardware, software, networking, and account issues; escalate when needed.
• Log, track, and prioritise requests in the ticketing system with SLAs in mind.
• Communicate clearly with non-technical users and maintain high customer satisfaction.

Skills

IT support

Customer service

Windows

macOS

Ticketing systems

ITIL

Office apps

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

JIRA

Zendesk

Job description

Description

At Ashurst Perkins Coie, we're helping shape the future economy. With a global team of more than 3,500 legal professionals across 52 offices, we partner with leading organisations to solve complex challenges across a diverse range of industries, with a distinct strength in technology, energy & infrastructure, and financial services. Our people work on market-leading matters that drive innovation, growth, and transformation around the world. For Ashurst Perkins Coie, innovation is our tradition.

Description

At Ashurst Perkins Coie, we're helping shape the future economy. With a global team of more than 3,500 legal professionals across 52 offices, we partner with leading organisations to solve complex challenges across a diverse range of industries, with a distinct strength in technology, energy & infrastructure, and financial services. Our people work on market-leading matters that drive innovation, growth, and transformation around the world. For Ashurst Perkins Coie, innovation is our tradition.

What makes Ashurst Perkins Coie a great place to work?

• Flexible work options - part-time, working from home and additional leave
• Health and wellbeing benefits, gym membership, and discounted corporate health plans
• Career advancement - client secondment opportunities, global opportunities, and award-winning Learning & Development programs

The Opportunity:

The IT Service Desk Analyst will be responsible for providing exceptional first- & second-line technical support to end users, ensuring the timely resolution of IT issues and minimising downtime. You will act as the first point of contact for all IT-related inquiries and technical problems, troubleshooting and resolving issues while maintaining a high level of customer satisfaction.

Hours of Work

The working hours are 37.5 hours per week, to be worked on a rotating shift pattern each day from Monday to Friday, between the hours of 7am and 8pm.

This is a full time role on an initial 6 month fixed term basis. The role is based in our Glasgow office with hybrid working.

Daily tasks may include but are not restricted to

• Serve as the first point of contact for IT support requests via phone, email, and walk ups, addressing a variety of technical issues related to hardware, software, networking, and account management
• Troubleshoot and resolve common technical problems such as password resets, software malfunctions, network connectivity issues, and printer setups. Escalate complex issues to specialized support teams when necessary.
• Log, track, and prioritize all incoming IT support requests in the ticketing system, ensuring timely follow-up and resolution in accordance with service level agreements (SLAs)
• Provide friendly, patient, and professional service to all users. Communicate technical issues and solutions clearly to non-technical users, maintaining a high standard of customer satisfaction

More information can be found in the job description attached to the role on our careers site Careers | Ashurst Perkins Coie

About you:

• 1-2 years of experience in an IT support or helpdesk role, providing technical support in a fast-paced environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Proficiency in Windows and macOS operating systems.
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) and ITIL best practices
• Experience supporting common office applications (Microsoft Office, G Suite, etc.).