Service Desk Analyst

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

Job summary

A leading UK law firm in Bristol is seeking a Service Desk Analyst. In this full-time role, you will deliver high-quality IT support to over 700 employees, ensuring consistent service and resolving incidents promptly. The ideal candidate will possess excellent customer service and technical skills, particularly in Microsoft 365 tools. The firm offers a competitive salary, performance-linked bonuses, and a flexible working environment designed to support employee needs.

Benefits

Competitive salary

Private healthcare

Flexible working environment

Performance-linked bonus

Qualifications

• High level of customer service skills, ability to work with a team and autonomously.
• Proven technical knowledge in IT support, especially for Microsoft 365.
• Strong organisational skills with the ability to manage multiple tasks.

Responsibilities

• Provide technical support to over 700 employees.
• Log and resolve incidents in a timely manner.
• Manage the incident process throughout its lifecycle.

Skills

Customer service skills

1st and 2nd line support

Microsoft 365 support

Organisational skills

Problem-solving

Ability to work under pressure

Job description

Job Title :

Service Desk Analyst

Ready to take your career to the next level

Were one of the UKs 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
• Location: Bristol
• Working Pattern: Full time
• Why this role matters: You will play a key part in delivering consistent, high‑quality IT support, ensuring high quality service expectations and business needs across the firm.

What you’ll do

• Provide 1st and 2nd 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 escalade 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.

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.
• 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 visit our other offices 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.

Progressive benefits tailored to you

• 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.

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.

Our team will guide you through a straightforward process, typically involving two interviews, ensuring you feel confident and prepared to show us what you can do.

We’re here to support your individual needs and accommodate any adaptations or adjustments you may require.

Employment Type :

Full Time

Experience :

years

Vacancy :

1