Service Desk Analyst

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

Job summary

A leading law firm in Bristol seeks an IT Support Specialist to provide high-quality 1st and 2nd line support to over 700 employees. The role involves logging incidents, assisting with technology installations, and requires strong customer service skills and experience with Microsoft 365. The firm values innovation and collaboration, offering a competitive salary and comprehensive benefits.

Benefits

Competitive salary

Performance-linked bonus

Private healthcare

Flexible working environment

Enhanced parental leave policies

Qualifications

• High level of customer service skills and teamwork.
• Proven technical knowledge in IT support.
• Experience with Microsoft 365 business tools.
• Strong organizational and prioritization skills.
• Self-motivated with excellent customer service focus.
• Ability to solve everyday problems independently.
• Capability to work under pressure and meet deadlines.
• Willingness to travel occasionally.

Responsibilities

• Log and resolve incidents and requests promptly.
• Escalate issues while maintaining internal contact.
• Assist in day-to-day operation of technology installations.
• Work within the ITIL framework for incident management.
• Manage the incident process from start to finish.

Job description

Overview

Why this role matters: You will play a key role in delivering consistent, high‑quality IT support, ensuring high‑quality service expectations and business needs across the firm, and provide 1st and 2nd line technical support and advice to over 700 employees throughout the firm.

Key Responsibilities

• Log and resolve incidents and requests raised with the team in a timely manner, in line with expected SLAs.
• Escalate to other internal or external resources as necessary, remaining the internal point of contact until resolution.
• Assist in the day‑to‑day operation of technology installations, ensuring 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.

Interview Process

Our team will review your application and be in touch, whatever the outcome. 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 showcase your abilities.

Qualifications

• A high level of customer service skills, working collaboratively as part of a busy, close‑knit team; autonomy and responsibility for your own workload.
• Proven technical knowledge and a track record of providing high‑quality 1st and 2nd line support via an IT Service Desk.
• Experience supporting the full range of Microsoft 365 business productivity tools.
• Strong organisational and prioritisation skills, able to take responsibility for multiple jobs simultaneously.
• Self‑motivated, gains satisfaction from providing excellent customer service.
• Initiative and thinking in everyday problem solving.
• Capability to work well to deadlines and keep calm under pressure.
• Willingness to travel on occasion to our other offices when required.

About Foot Anstey

We're one of the UK's most forward‑thinking law firms, built on a foundation of innovation, collaboration, and ambition.

Why Join Us?

• An ambitious growth strategy that opens up opportunities for people to make their mark.
• A client base spanning household names, thriving startups, and ambitious enterprises.
• A culture built on values of being refreshingly human, entrepreneurial, inclusive, and collaborative.
• A strong focus on being a responsible business with commitment to sustainability and giving back to communities.
• Comprehensive professional development and training – training that supports you to achieve your goals at whatever role or level you have.

Benefits

• Competitive salary and performance‑linked bonus.
• Enhanced parental leave policies.
• Private healthcare and wellbeing initiatives (e.g., mental health support, gym memberships).
• An open, flexible working environment.
• Find out more about our benefits and work environment here Life at Foot Anstey | Foot Anstey.