Senior IT Service Desk Technician

Picture More Ltd; City Of London; Hybrid; GBP 46,000 - 54,000; Full time

Job summary

A global law firm is seeking a Senior IT Service Desk Analyst in London. You'll manage escalations, mentor junior team members, and support application issues in a hybrid work model. This role provides a base salary of £46,500 with an additional £5,600 for on-call duties, offering an opportunity for career growth alongside a supportive team.

Benefits

On-call allowance

Hybrid work arrangement

Qualifications

• Experience in a senior service desk role with escalation responsibilities.
• Ability to mentor and guide junior team members.
• Strong problem-solving skills and technical knowledge.

Responsibilities

• Manage escalations and ensure smooth resolution of complex tickets.
• Support deskside and application issues effectively.
• Document knowledge and coach team members.

Skills

Escalation management

Coaching junior colleagues

Complex problem solving

Tools

iManage

Job description

Overview

Senior IT Service Desk Analyst – Ready to Step Up? Our client, a global law firm, is looking for a Senior IT Service Desk Analyst to take charge of escalations, guide junior colleagues, and play a key role in international service delivery.

This isn’t just another service desk job:

• You’ll be the go-to escalation point, tackling complex tickets and ensuring smooth triage.
• Enjoy a 50/50 WFH and office rota – one week in the office, one week from home.
• Benefit from on-call allowance (£5,600 on top of £46,500 base salary).

The role

As part of a tight-knit global team, you’ll handle escalations, support deskside and application issues (including iManage), and ensure seamless handovers from project initiatives. You’ll document knowledge, coach 1st/2nd line colleagues, and act as a bridge between project teams and support – a true senior point of contact.