IT Service Desk Analyst - 6 month FTC

Mayer Brown; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Desk Analyst for a 6-month fixed-term contract in London. This role is pivotal in delivering first-line support for IT services, ensuring high customer satisfaction through effective incident management and proactive communication. The ideal candidate will thrive in a collaborative environment, leveraging their technical expertise and strong customer service skills to enhance operational efficiency. With a commitment to diversity and inclusion, this firm values cooperation and diverse perspectives, making it an exciting opportunity for motivated individuals to grow and contribute to a supportive team culture.

Qualifications

• Experience as a Service Desk analyst in a law firm or professional services.
• Advanced knowledge of Active Directory, MS Office, and remote access technologies.

Responsibilities

• Provide first-line support for incidents and requests following documented processes.
• Resolve Service Desk tickets and manage customer expectations.
• Communicate proactively about issues impacting the business.

Skills

Service Desk Support

Troubleshooting

Customer Service

Active Directory

MS Office

ITIL Processes

Communication Skills

Education

Degree in a related field

Professional certification (e.g., Microsoft Office Specialist)

Tools

Active Directory

Exchange

WebEx

MS Teams

Job description

Join to apply for the IT Service Desk Analyst - 6 month FTC role at Mayer Brown.

Mayer Brown is an international law firm representing major corporations, funds, and financial institutions in complex transactions and disputes. We are recognized for our strategic partnership, commercial instincts, and commitment to excellence.

We foster a collaborative environment where motivated individuals can grow and thrive, supporting our principles of client service, innovation, and teamwork across our global firm.

If you enjoy providing exceptional client service, taking initiative, and working professionally and responsively, you might be the candidate we seek for our IT department in London as a Service Desk Analyst on a 6-month fixed-term contract.

Purpose of the Role

Reporting to the Customer Services Manager and supervised by the Service Desk Team Leader, the IT Service Desk Team provides first-line support for approved IT services and systems. Responsibilities include managing incoming service requests and fault tickets, supporting IT deployment/upgrade projects, and understanding the firm’s IT strategy.

The ideal candidate will be familiar with incident and problem management practices and request fulfillment.

Hours

08:00 a.m. to 6:00 p.m., with flexibility, on a 37.5-hour weekly rotational shift basis.

Responsibilities

• Provide excellent first-line support for incidents, problems, and requests following documented processes.
• Resolve Service Desk tickets and manage customer expectations.
• Communicate proactively about issues impacting the business.
• Manage all incoming incidents and requests per standard procedures.
• Meet or exceed internal service level expectations.
• Proactively manage incidents across global queues.
• Mentor and coach team members on technology and processes.
• Escalate issues based on trend analysis and support escalated problems.
• Suggest improvements to service desk standards and guidelines.
• Develop understanding of IT operations, applications, and business processes.
• Collaborate with vendors to resolve technical issues.
• Maintain and document service desk processes and knowledge base.
• Ensure quality assurance practices are followed.
• Support remote access and non-standard devices.
• Participate in service audits and team collaborations.
• Provide proactive communication via emails, MS Teams, etc.
• Work overtime or on-call as needed.
• Assist other IT areas and perform additional duties as required.
• Coordinate operational schedules and manage queue operations.
• Deliver high customer support levels and serve as a point of contact for incidents and projects.

Qualifications

• Preferred: Professional certification (e.g., Microsoft Office Specialist) and/or relevant experience.
• SDI Certified Helpdesk Analyst or equivalent experience preferred.
• Degree in a related field or equivalent work experience preferred.

Experience, Skills, and Attributes

• Experience as a Service Desk analyst, ideally in a law firm or professional services environment.
• Advanced knowledge of Active Directory, Exchange, MS Office, WebEx, Teams, and remote access technologies.
• Experience with legal applications, document management, and e-filing systems.
• Understanding of ITIL processes.
• Strong troubleshooting, organizational, and communication skills.
• Ability to work independently, prioritize tasks, and guide team members.
• Customer-focused with excellent rapport-building skills.

We are committed to diversity and inclusion, supporting reasonable adjustments during recruitment and employment. Our culture values mutual respect, cooperation, and diverse perspectives.