Service Desk Analyst

Mourant; United Kingdom; In loco; GBP 29.000 - 42.000; Tempo pieno

Descrizione del lavoro

Mourant is seeking a motivated IT Support professional to deliver first‑line technical support across its global user base. You will work with the Information Services team to resolve incidents, manage requests, and help maintain IT systems and security.

Key duties include incident ownership, hardware and software maintenance, and supporting mobility solutions for remote staff. The role involves occasional travel to other Mourant offices and a rotating 8am–6pm schedule.

Competenze

• Excellent interpersonal and written communication abilities.
• Strong customer service mindset and attention to detail.
• Ability to work across global teams and manage incidents.

Mansioni

• Provide first point of contact technical support for IT-related requests via phone, email, and in person.
• Collaborate with global team members to resolve issues and share knowledge.
• Own tickets, track progress and communicate updates to users.
• Maintain and deploy user hardware, software updates and security.
• Support mobility technologies for employees in remote locations.
• Administer user accounts in various IT systems and applications.
• Create and maintain procedural documentation for supported technologies.
• Use ticketing system to provide up-to-date information for reporting and trend analysis.
• Occasionally travel to other Mourant offices to deliver support.
• Work on a weekly shift rotation from 8am to 6pm.

Conoscenze

Interpersonal skills

Customer service mindset

Strumenti

Windows 11

Microsoft Office 365

Microsoft Azure Administration

Cisco Webex Calling

Microsoft InTune

Citrix

iManage Cloud

Descrizione del lavoro

We're looking for a highly motivated individual with fantastic interpersonal skills, to join our professional and collaborative Information Services team.

In this role, you'll deliver exceptional technical support to our people globally, for all IT systems and associated infrastructure and security. Depending on your level of experience, this role will also include the opportunity to work closely with IT Service Delivery Management to support with the coordination of local projects and initiatives.

In return, we can offer you a forward thinking and exciting place to work in a supportive environment, where you'll be given the opportunity to grow professionally. If you'd like to be part of our friendly and expanding team, we'd really like to hear from you.

Application closing date: 9 October 2026

About the role

• Provide first point of contact technical support for all IT related service requests and incidents via telephone, email and in person.

• Work collectively with members of the team globally and other service areas to resolve issues, whilst developing personal knowledge and skills.

• Taking ownership of tickets logged, tracking progress and ensuring that the appropriate communication needs are met for the user.

• Maintain user hardware, inclusive of software updates, deployment and security.

• Deliver, administer and support mobility technologies to employees in remote locations.

• Administer user account creation, amendments and deletion in a wide range of IT systems and applications.

• Create and maintain appropriate procedural documentation for all supported technologies.

• Utilise the ticket logging system to provide up-to-date and detailed information to allow for regular reporting and trend analysis, making sure that on-going issues are reported and investigated further, with support from Senior colleagues.

• Occasionally travel to other offices to deliver support.

• Operate on a weekly shift rotation basis, covering core hours of 8am - 6pm

About you

• At least 1 years' experience in a similar role.

• Experience in the use of Windows 11, Microsoft Office 365, Microsoft Azure Administration, Cisco Webex Calling, Microsoft InTune, Citrix and iManage Cloud.

• Commitment to on-going professional studies (Technical/Competency)

• High level of attention to detail and accuracy

• Proven ability to communicate clearly and professionally, both verbally and in writing

• Excellent organisational and planning skills

• Demonstrable discretion and good judgement

• Ability to work independently in a continuously evolving and fast paced environment

We believe in inclusive workplaces where everyone feels seen, heard, valued and respected. We pride ourselves in providing accessible development opportunities to all our people, where everyone feels like they belong and can thrive. If you would like to join an award winning and forward thinking firm whose inclusive culture and values recognise that its people are fundamental to its success, we would love to hear from you.

We are committed to providing an inclusive and barrier-free recruitment process. If you need this job description or the application form in an alternative format, or if you would like to discuss the recruitment process with our recruitment team, please email [e-mail].