Service Desk Analyst

Foot Anstey LLP; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A forward-thinking law firm in Belfast is seeking a Service Desk Analyst to provide 1st and 2nd line IT support for over 700 employees. The ideal candidate should have a background in customer service and technical support, particularly with Microsoft 365. This is a full-time role that requires strong organisational skills and the ability to problem-solve effectively.

Benefits

Comprehensive benefits package

Professional development opportunities

Qualifications

• Experience in providing 1st and 2nd line IT support.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong communication skills and autonomy.

Responsibilities

• Provide 1st and 2nd line technical support to employees.
• Log and resolve incidents timely.
• Assist in the operation of IT installations.
• Manage the incident process end to end.

Skills

Customer service skills

Technical knowledge for IT support

Organisational skills

Problem-solving ability

Tools

Microsoft 365

ITIL framework

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.

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The role in 60 seconds

• Role: Service Desk Analyst
• Team: IT Service Desk – Foot Anstey McKees
• Location: Belfast
• 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.

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What you’ll do

In this role, you’ll:

• Provide 1 st and 2 nd line technical support and advice to over 700 employees throughout the Firm.
• Log and resolve incidents and requests raised with the team in a timely manner and in-line with our expected SLAs. Where necessary you will escalate to other internal or external resources yet remain the internal point of contact until resolution.
• Assist in the day-to-day operation of the technology installation, specifically to include the smooth running of all laptop hardware, software, printers and smartphone devices.
• Work within the ITIL framework in relation to incident, problem, change, knowledge and asset management.
• Manage the incident process from beginning to end.

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What we’re looking for

We’re seeking someone who thrives in a fast-paced, client-focused environment and brings:

• 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 atrack record of providing high quality 1st and 2nd line support via an IT Service Desk.
• 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.

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Join a seriously ambitious firm

At Foot Anstey McKees we’re committed to making a difference for our people, our clients, and society. Here’s what makes us stand out:

• 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.

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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.

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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.

Let’s make your next career move the start of something extraordinary.

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