Service Desk Analyst

Foot Anstey LLP; Belfast; On-site; GBP 30,000 - 40,000; Full time

Job summary

A forward-thinking law firm in Belfast is seeking a Service Desk Analyst to provide high-quality IT support to over 700 colleagues. You will manage incidents and ensure smooth operations of technology, working under ITIL frameworks. The ideal candidate should have strong customer service skills and experience in 1st and 2nd line support. This role offers a chance to be part of a collaborative team in a growing firm with a commitment to professional development.

Benefits

Comprehensive benefits package

Professional development opportunities

Qualifications

• Experience providing 1st and 2nd line support via an IT Service Desk.
• Proven track record of customer service.
• Ability to manage multiple tasks effectively.

Responsibilities

• Provide technical support to over 700 colleagues.
• Log and manage incidents within SLAs.
• Collaborate with 3rd-line support teams.

Skills

Customer service skills

Technical support

Knowledge of Azure

Knowledge of Microsoft 365

Organizational skills

Problem-solving

Ability to work under pressure

Tools

Intune

Cybersecurity principles

Job description

Ready to take your career to the next level?

We’re one of the UK’s most forward-thinking law firms, built on a foundation of innovation, collaboration, and ambition. Join us, and let’s shape the future together.

* We are in a period of exclusive direct sourcing for this role and are not currently accepting applications from recruitment agencies.

The role in 60 seconds

• Role: Service Desk Analyst
• Team: IT Service Desk – Foot Anstey McKees
• Location: Belfast (office based)
• Working Pattern: Full time
• Why this role matters: You will play a key role in delivering consistent, high‑quality IT support aligned with service expectations and business needs across the firm.

What you’ll do

• Provide high‑quality technical support and guidance to more than 700 colleagues across Foot Anstey and Foot Anstey McKees.
• Log, manage, and resolve incidents and service requests within agreed SLAs, escalating to internal or external specialists where required—while remaining the primary point of contact throughout the process.
• Support the smooth day‑to‑day operation of the firm’s technology estate, including laptops, software, printers, and mobile devices.
• Work collaboratively with 3rd‑line infrastructure and application support teams to maintain, improve, and support all core infrastructure services, contributing to maintenance and service improvement activities.
• Operate within the ITIL framework across incident, problem, change, knowledge, and asset management processes.
• Take ownership of the incident lifecycle from initial logging through to full resolution and communication.

What we’re looking for

• A high level of customer service skills, working collaboratively as part of a busy, close‑knit team. Equally, you need to be happy to work with autonomy, taking responsibility for your own workload and seeing things through to conclusion.
• Proven technical knowledge and a track record of providing high quality 1st and 2nd line support via an IT Service Desk.
• A solid understanding of modern technical infrastructure and the technologies commonly used within businesses, including Azure, Microsoft 365, Intune, and core Cyber and Information Security principles and controls.
• Experience of working with and providing support for the full range of Microsoft 365 business productivity tools.
• Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.
• Self‑motivated individual who gains satisfaction from providing excellent customer service.
• The ability to use initiative and thinking in everyday problem solving.
• The capability to work well to deadlines and keep calm under pressure.
• *Willingness to travel on occasion to our Bristol office (funded by the firm) for initial training, and team days when required.

Join a seriously ambitious firm

• An ambitious growth strategy that opens up opportunities for our people to make their mark.
• A client base that spans household names, thriving startups, and ambitious enterprises.
• A culture built on our values of being refreshingly human, entrepreneurial, inclusive and collaborative.
• A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities.
• Comprehensive professional development and training – whatever your role and level we have training that will support you to achieve your goals.
• In June 2025 McKees joined forces with Foot Anstey enabling us to better support our clients and create more opportunities for our employees.

Progressive benefits tailored to you

• We believe our people are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing.

Ready to apply?

• Hit the "Apply Now" button.
  • Send us your CV and a quick note on why this role is perfect for you.
  • Our team will review your application and be in touch, whatever the outcome.
• Invited for interview?
  • With a straightforward process typically involving two interviews, our talent acquisition team will guide you through every step, ensuring you feel confident and prepared to show us what you can do.
  • We’re here to support your individual needs. If you require any adaptations or adjustments, we’re more than happy to accommodate these. Before your interview, we’ll contact you to discuss the themes we’ll cover and answer any questions you might have.
  • If you’d like to visit our offices prior to your interview or would like help testing your kit for your virtual interview, just let us know.

We are proud to be an Equal Opportunities Employer. As part of our commitment to diversity and inclusion, we invite applicants to complete optional demographic questions. Any information you choose to share will be anonymised and not linked to your application.

For applicants in Northern Ireland: To meet our obligations under the Fair Employment & Treatment (NI) Order 1998, we monitor community background and sex to promote equality of opportunity. While you’re not required to answer these questions, we encourage you to do so. Your responses will be used anonymously for reporting to the Equality Commission and will not influence any recruitment or employment decisions.