Service Desk Analyst

Cripps; Royal Tunbridge Wells; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

In-office/hybrid balance

B Corp employer commitment

Job summary

Cripps is seeking an IT Service Desk Analyst to provide 1st and 2nd line IT support for colleagues across the firm in a fast-paced environment. You will own ticket lifecycles, resolve issues promptly, and assist with complex faults while maintaining strong customer focus.

This hybrid role requires hands-on hardware setup, software support across Microsoft 365/AD/Intune, and contribution to IT projects. You will collaborate with a proactive IT team and maintain concise documentation.

Qualifications

• Minimum 2 years in a busy IT service desk environment.
• Experience with 1st and 2nd line support and incident ownership.

Responsibilities

• Own ticket lifecycles from initial contact to resolution.
• Resolve 1st and 2nd line tickets quickly and professionally.
• Support users with complex faults, access requests, and advanced troubleshooting.
• Escalate issues only when necessary to minimise disruption.
• Set up and maintain IT equipment (laptops, mobiles, multi-screen setups).
• Prepare meeting rooms for virtual meetings and presentations.
• Support IT projects and system enhancements.
• Maintain and share documentation via service desk & knowledge bases.

Skills

IT Service Desk

1st & 2nd line support

ITIL

Microsoft 365

Active Directory

Intune administration

Office applications

Security & networking tools

Copilot AI

Hardware support

Job description

Looking for your next step in IT support within a professional, fast-paced environment?

We’re looking for a service-driven, experienced IT Service Desk Analyst who genuinely enjoys helping people and solving problems. You’ll provide 1st and 2nd line support for colleagues across the firm—delivering efficient, accurate support and making a real impact on day-to-day operations.

We need someone who has previously worked on an IT service desk and possesses the ability to manage a problem from start to finish, always keeping the customer at the heart of everything you do.

This is a brilliant opportunity to join a collaborative IT team where your ideas, initiative, and customer focus will be valued.

About the role

You’ll provide responsive, high-quality level one and level two IT support across a variety of channels—email, MS Teams, and in person. Your core responsibilities will include:

• Owning ticket lifecycles from initial contact through to resolution, ensuring no user is left in the dark.
• Managing and resolving 1st and 2nd line Service Desk tickets quickly, professionally, and autonomously.
• Supporting users with complex faults, queries, access requests, and advanced troubleshooting.
• Escalating issues only when necessary, working to minimise disruption to the business.
• Setting up and maintaining IT equipment (laptops, mobiles, multi-screen setups).
• Preparing meeting rooms for virtual meetings and presentations.
• Supporting ongoing IT projects and system enhancements.
• Maintaining and sharing concise documentation via the service desk and knowledge bases

You’ll work within ITIL best practices including incident request and problem management, maintaining exceptional communication with users throughout the process.

About you

You’ll bring a mix of technical know-how, previous service desk experience, and excellent people skills. You must have:

• Previous IT Service Desk experience (Minimum 2 years in a busy environment, ideally within professional services or legal).
• Proven 1st and 2nd line support capabilities with a track record of troubleshooting complex issues.
• End-to-end problem ownership with a passion for delivering an excellent, customer-first service.
• Hands-on experience with ITIL frameworks (incident, problem, and change management).

Technical skills:

• Copilot AI knowledge and familiarity with integrating AI tools into daily workflows.
• Microsoft 365, Active Directory, and Intune administration.
• Microsoft Office suite (Outlook, Word, Excel, Teams).
• Security & networking tools (e.g., Mimecast, VPN, 2FA).
• Hardware support including laptops, iPhones, and modern desktop setups.

You’re someone who:

• Communicates clearly and confidently at all levels of the business.
• Stays calm under pressure and genuinely thrives on solving problems.
• Is organised and proactive, with the ability to successfully juggle competing priorities.
• Takes immense pride in delivering a high level of customer service.
• Works well independently using your own initiative, as well as collaborating with the wider team.

You'll spend at least 60% of your working week in the office, though we know there is no one-size-fits-all and arrangements may vary from role to role. Our strong culture is founded on working together in the office, which we aim to maintain through our people being regularly co-located, working cohesively and in collaboration with one another.

At Cripps, our purpose is to make a positive and lasting difference. It’s why we do what we do. In 2024, we became a certified B Corporation to make a legal and very public commitment that we mean what we say. As one of only a handful of UK B Corp law firms, we are held accountable to our social and environmental promises. We are transparent on what we are doing well and where we are falling short. We are excited about the opportunities this affords us to continually improve as a responsible, sustainable, and inclusive business. Come and join us to help solve real world problems, champion big ambitions, and make a personal impact on our people, our clients, our planet, and our communities.