Senior Desktop Analyst (12 month FTC)

Herbert Smith Freehills; London; On-site; GBP 50,000 - 73,000; Full time

Job summary

A leading global law firm seeks a Senior Desktop Analyst for a 12-month fixed-term contract in London. The role involves supporting incident resolution, enhancing user experience, and leading complex global technology projects. Candidates should possess significant experience with Cloud Service Providers and be proficient in M365/Azure technologies. Join a dynamic team committed to diversity and high performance.

Qualifications

• At least 5 years' experience in an enterprise organisation working with Cloud Service Providers.
• Ability to be the technical lead on complex global projects.
• Enthusiastic and passionate, articulate progress using data.

Responsibilities

• Support global services during major incidents and technical support requests.
• Design and maintain the firm's desktop environment and related technologies.
• Drive user experience improvements and collaborate across IT teams globally.

Skills

Technical Lead

User Experience improvement

Cloud Service Providers

M365/Azure

Automation

Collaboration

PowerShell

Education

Professional certifications or industry equivalent

Tools

Intune

Windows 11 configuration

Azure Virtual Desktop

Citrix Virtual Desktop

Job description

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Senior Desktop Analyst (12 month FTC), London

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Client:

Herbert Smith Freehills

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0b9006fd5195

Job Views:

22

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

JOB DESCRIPTION

About Herbert Smith Freehills

As one of the world’s leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 5,000 people, including 3,100 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America, Herbert Smith Freehills is at the heart of the new global business landscape providing premium quality, full-service legal advice.

We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.

The Opportunity

Key Internal Relationships:

IT teams within the department and internal stakeholders

Partner and Staff throughout the firm

Key External Relationships:

Relevant with 3rd party vendors, suppliers and consultants.

Key Responsibilities:

Support and Delivery

Supporting our global Services during major incidents

Sets up best practices for troubleshooting and advancement of User Experience

Respond and take ownership of technical support requests raised by End Users in a timely and user centric manner.

Diagnose and troubleshoot complex technical issues, escalating issues to vendors where appropriate

Ensure timely follow-up and communication with users regarding the status of their issues.

Document standardised support procedures and workflows with a view to improving the service of the End-User Technology team. Monitoring the effectiveness of support processes and suggest improvements as needed.

Identify repetitive and /or time-consuming manual processes suitable for automation and participate in the design and development of related automation

Design and maintain the firm’s desktop environment and related technologies.

Effectively leverage tooling to monitor and measure effectiveness of Desktop related technologies

Supporting new technologies during transition phases

Adhering to ITIL Change Control process

Working with IT Transition to build support models of new products

Technical Lead on complex global technology projects

Low Level Design documentation

Communicating progress to stakeholders with transparency

Work with Architects on new projects and major pieces of work to ensure they meet the firm's strategic vision

Sets up best practices for troubleshooting and advancement of User Experience

Manage conflicting priorities and expectations from various stakeholders, ensuring the best balance between user experience and business goals, escalating to senior team members/leadership as required.

User Experience

Acts on feedback from users to own and drive improvements in the Desktop that align with the department’s drive for improved User Experience.

Drives a culture of proactive user focus through building authentic relationships at every user interaction

Drives improved user experience through lowering the user effort required to resolve issues.

Work with the BRM/Adoption teams to understand user challenges, designing and implementing improvements as needed.

Drives knowledge and service transition into the broader Services & Operations teams ensuring the user facing teams in particular have a strong ability to support and assist users in the use and adoption of new services.

Collaboration

Building high quality working relationships across all IT teams globally

Build and maintain strong relationships with internal and external stakeholders, including the Enablement teams to ensure ongoing collaboration and knowledge sharing

Understand and adopt EUT goals and targets to progress these ensuring end user feedback is incorporated.

Collaborate and add value to the team as a whole through participation in design discussions/reviews

Close working relationship with the Desktop Service GSO, other GSOs, and BPO to ensure roadmap is clearly defined and to provide ongoing strategic direction, understand the effect on the Service, provide guidance and offer solutions

Leadership

Actively participate to build a culture of collaboration, accountability, and continuous improvement

Mentoring other global team members, junior staff, including IT Service Desk and Digital User Experience Analysts (DUX). Demonstrating new technologies across IT with a growth mindset

Leading the global architectural development and evolution of the Desktop Service to ensure flexibility and maintenance as business requirements and M365 technologies evolve

Security and Compliance

Securing our global Services working with IT Security and Info Security

Comply with all data security, privacy regulations and corporate compliance policies.Understands security best practices as adopted through the firm’s digital user experience products and technologies to ensure that all user data is handled securely and ethically.

Engage vendors to escalate issues related to the support functions as required

Innovation and Industry Trends

Promoting and demonstrating new technologies across global IT from own research and development

Remains up to date with industry trends to drive modernisation and innovation in the Desktop space

Stays current and informed on technologies being released by the firm and how they are both supported but also how they can be leveraged to improve operational efficiency and user satisfaction.

Qualifications, skills and experience:

Essential

Professional certifications or industry equivalent

At least 5 years' experience in an enterprise organisation required, working with Cloud Service Providers (e.g. M365/Azure)

Global collaboration expected but also have the initiative and ability to work autonomously, be organised and with minimal supervision (self-management)

Ability to be the technical lead/SME on complex global projects

Enthusiastic and passionate

Articulate progress and reporting on deliverables using data and tools (e.g PowerBI)

Identify & champion opportunities for automation.

Intune

Autopilot

Configuration Profiles

Compliance policies

Application packaging and deployment

Remediation scripts/PowerShell

Entra native/hybrid joined device management

Conditional Access

Experience in migrations from Configuration Manager (SCCM) to Intune/Modern Management

PowerShell Application Deployment Toolkit (PSADT)

Windows 11 configuration

Delivery optimisations

Windows Update for Business

Autopatch

Cloud Update for Microsoft 365

Office Add-ins/Modern Add-ins

Centralised Deployment

Integrated Apps

Desirable:

Working knowledge of Citrix Virtual Desktop/XenDesktop

Azure Virtual Desktop (AVD)/Windows 365

Team

Information Technology, London IT Andrew Rodriguez Level 2

Working Pattern

Full time

Location

London

Contract type

Fixed Term Contract

Diversity & Inclusion

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.