Senior Service Desk Analyst

Ward Hadaway; Newcastle upon Tyne; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Enhanced pension

25 days annual leave

Life assurance

Health and wellbeing benefits

Hybrid working

Flexible benefits

Job summary

Ward Hadaway is seeking a Senior Service Desk Analyst to join the Technology and Change team in Newcastle upon Tyne. The role blends ticket handling, technical troubleshooting, and hands‑on hardware work, with opportunities to influence IT projects and improvements.

You will provide second line support, cover core hours on a hybrid basis, and may travel to other offices to cover the on‑call rota. Strong Microsoft 365 and ITIL knowledge are essential.

Qualifications

• Experience in IT service desk environments.
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• Advanced knowledge of Microsoft 365 applications and collaboration tools.
• Experience with Joiners, Movers and Leavers processes.
• Familiarity with IT management tools such as Active Directory, SCCM, and Intune.

Responsibilities

• Assisting in the day to day operation of our Support function.
• Taking ownership of issues and implementing fixes to restore service quickly.
• Providing comprehensive support for Microsoft Office and in‑house applications.
• Investigating and resolving support calls related to IT systems.
• Acting as escalation point for first line analysts and guiding resolutions.
• Recommending and driving improvement initiatives for the team.
• Setting up and configuring equipment for new starters and replacements.
• Reviewing recurring incidents and contributing to long‑term solutions.
• Ensuring faults are logged, tracked and responded to correctly.
• Promoting IT awareness across the Firm.

Skills

Microsoft 365

Active Directory

Intune

ITIL

ITSM tools

Remote access

Tools

SCCM

Job description

An exciting opportunity has arisen for a Senior Service Desk Analyst to join our Technology and Change team based in Newcastle upon Tyne. This is an interesting and varied role, with a mixture of ticket handling, technical troubleshooting, in-office work, hardware builds, deployments and repairs. You'll be involved in some exciting IT projects and you'll be empowered to bring your own ideas and improvements to the team.

Our IT Service Desk is the central point of contact for all IT related incidents, service requests and issue resolution. Reporting into our Service Desk Manager, you'll provide technical second line support to the Firm to ensure the optimum performance of all internal IT systems and processes. You'll consistently deliver excellent customer service and drive forward continuous improvement of our Support function.

This is a hybrid role, with an expectation of being part of a rota to cover the core hours of 08:00 to 17:30 alongside the 4 other Senior Service Desk Analysts. There will also be opportunities to travel to other offices and assist with cover for our on‑call rota.

What will I be doing

• Assisting in the effective and efficient day to day operation of our Support function.
• Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible.
• Providing comprehensive support for all Microsoft Office and In‑house Applications, troubleshooting issues and ensuring minimal disruption to users.
• Investigating and resolving support calls relating to the Firm’s IT systems, applying technical knowledge and sound problem‑solving skills to achieve effective outcomes.
• Acting as a technical escalation point for our first line analysts, providing guidance and support to help resolve more complex issues.
• Recommending and driving improvement initiatives for the team
• Setting up and configuring equipment for new starters and people requiring replacement devices, ensuring they have the technology they need to work effectively.
• Reviewing recurring incidents, identifying underlying causes and contributing to solutions that reduce repeat issues and improve the overall user experience.
• Ensuring all faults are logged, tracked and responded to correctly.
• Encouraging IT awareness and promoting IT skills across the Firm.

You’ll have

• Previous experience working within an IT Support environment.
• Advanced knowledge of Microsoft 365 applications and associated collaboration tools.
• Experience with Joiners, Movers and leavers processes
• Familiarity with IT management tools such as Active Directory, SCCM, and Intune.
• Experience supporting multi‑factor authentication, remote access solutions and user access management.
• Understanding of ITIL‑based Service Management processes, including Incident, Request, Problem and Change.
• Experience using ITSM tools to manage, prioritise and resolve incidents and service requests.
• Strong understanding of information security principles and the secure management of user accounts and IT assets.
• Excellent troubleshooting and problem‑solving skills, with the ability to analyse complex technical issues and implement effective solutions.
• Excellent customer service, verbal and written communication skills. You’ll be able to explain technical concepts clearly to end users.
• The ability to adapt, be flexible, and work both autonomously and as part of a team within a fast‑paced or changing environment.
• Excellent attention to detail, time management, and organisational skills.

About us

We’re proud to be an independent, full‑service law firm providing exceptional legal expertise to businesses, the built environment, healthcare, the public and third sectors, and private individuals. With several office locations around the UK we’re one of the UK's Top 100 law firms. When you join us you’ll be part of a team of over 500 passionate and talented individuals who take pride in offering an exciting and supportive environment allowing you to thrive.

We’re passionate about promoting wellbeing and equality, diversity and inclusion, with dedicated committees to support ongoing efforts. We recognise that a healthy and thriving Firm filled with individuality and differences strengthen our teams, our clients and our communities.

What we can offer you

We’re committed to being a firm focused on support, development, wellbeing and inclusion and we’re always striving to improve. Our commitment to this has been recognised by our achievement of our Gold Investors in People award and by our Hive HR Employee Voice certification.

We reward our people with a whole range of benefits, some core and some flexible, designed to shape a reward package that’s right for you – now and in the future. Our core benefits include:

• An enhanced pension scheme with employer matched contributions of up to 6%.
• 25 days annual leave + bank holidays (increasing to 28 days with length of service). There is also the option to purchase up to 5 additional days.
• Life assurance cover of 4 times basic salary, with the option to purchase additional cover.
• A range of health and wellbeing benefits.
• Hybrid working with a minimum requirement of 3 days per week in our Newcastle office.
• We also have a flexible benefits programme where you can purchase a wide range of additional benefits.

Agencies - please note that we are not currently instructing agents to support with this role. Please do not send speculative CVs.