Service Desk Analyst

DVF Recruitment

Greater London

On-site

GBP 35,000 - 45,000

Full time

14 days+

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Benefits offered by this job

Out-of-hours allowance

Collaborative IT team environment

Remote work option for late shifts

Job summary

A global law firm is seeking an IT Service Desk Analyst to join their team in London. The role involves providing first-class IT support to colleagues internationally, working with various technologies including Microsoft 365 and legal applications. Ideal candidates have at least 12 months of IT support experience and strong troubleshooting skills. Flexibility for evening and weekend shifts is required. Competitive salary and remote working options are available.

Qualifications

At least 12 months’ experience in an IT support role, ideally within professional services.
Strong troubleshooting skills across both hardware and software.
Hands-on experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams).
Excellent communication skills, with a calm and professional manner.
Flexibility around working hours, including evening and weekend cover.

Responsibilities

Acting as the first point of contact for IT support queries globally.
Providing both remote and desk-side support.
Logging and managing tickets through ServiceNow.
Taking ownership of all issues through to resolution.
Supporting audio and video conferencing setups.

Skills

Troubleshooting

Customer-focused mindset

Microsoft 365 applications

Communication skills

Education

ITIL Foundation qualification

Tools

ServiceNow

iManage

Elite 3E

Zoom

IntApp

BigHand

Job description

Overview

IT Service Desk Analyst – Global Law Firm

I’m working with a leading sector-focused, global law firm that’s looking to add an IT Service Desk Analyst to their team. This is a great opportunity for someone with proven IT support experience to step into a fast-paced, professional services environment and play a key role in delivering first-class IT support to colleagues across the globe.

The Role

You’ll be part of the firm’s front-line IT support team, acting as the first point of contact for any technical queries. The team supports a wide range of systems and applications, ensuring staff across all offices receive efficient, professional, and friendly assistance. The goal is simple: providing the best possible customer experience to internal users.

This is a hands-on role where you’ll be supporting everything from Microsoft 365 and Teams through to specialist legal applications like iManage, Elite 3E, and IntApp. You’ll be working in a busy environment where no two days are the same, taking ownership of issues and seeing them through to resolution. The role also includes evening and weekend cover as part of a global follow-the-sun rota (with an additional allowance for out-of-hours work).

Key Responsibilities

Acting as the first point of contact for IT support queries (via phone, email, or face-to-face) for the firm globally.
Providing both remote and desk-side support across a broad range of applications and hardware, including Microsoft 365, Teams, Zoom, iManage, Elite 3E, IntApp, BigHand, and mobile technologies.
Logging and managing tickets through ServiceNow and ensuring accurate documentation.
Taking ownership of issues through to resolution, escalating where necessary, and always keeping users updated.
Supporting audio and video conferencing setups.
Contributing to knowledge base articles and continuous improvement of IT support processes.

What They’re Looking For

At least 12 months’ experience in an IT support role, ideally within professional services.
Strong troubleshooting skills across both hardware and software.
Hands-on experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams).
Exposure to legal applications is a bonus but not essential.
Excellent communication skills, with a calm and professional manner.
A customer-focused mindset and the ability to thrive in a fast-paced environment.
Flexibility around working hours, including evening and weekend cover on a rota basis.

An ITIL Foundation qualification and knowledge of audio/visual systems would be great to have, but not essential.

The Offer

This role provides the opportunity to join a collaborative IT team within a truly global firm, where you’ll have the chance to work with a wide range of technologies and gain exposure to specialist legal systems. You’ll also receive an allowance for out-of-hours shifts, and the late 4pm–midnight shift can be worked remotely.

Seniority level