Service Desk Analyst

Mourant; New Jersey; On-site; USD 55,000 - 75,000; Full time

Job summary

Mourant is seeking an IT Support professional to provide first line technical support for all IT systems and infrastructure across our global team.

You will work with a collaborative Information Services group, handling tickets, deploying software, and supporting security. The role includes occasional travel to other offices and a weekly 8am–6pm shift.

Qualifications

• 1+ years of experience in a similar IT support role.
• Experience with Windows 11, Office 365, Azure, Cisco Webex Calling, InTune, Citrix and iManage Cloud.
• Strong communication and documentation skills.
• Willingness to travel to other offices occasionally.

Responsibilities

• Provide first point of contact technical support for IT services via phone, email and in person.
• Collaborate with global team members to resolve issues and share knowledge.
• Own tickets from logging to closure and communicate progress to users regularly.
• Maintain user hardware, software updates, deployment and security.
• Support mobility technologies for employees in remote locations.
• Create and maintain procedural documentation for supported technologies.
• Utilize the ticket system for reporting and trend analysis; escalate to seniors when needed.
• Occasionally travel to other Mourant offices to deliver support.
• Work a weekly shift rotation covering core hours 8am–6pm.

Skills

Interpersonal communication

Problem-solving

Attention to detail

Tools

Windows 11

Office 365

Azure Administration

Cisco Webex Calling

InTune

Citrix

iManage Cloud

Job description

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 2026About the roleProvide 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 – 6pmAbout youAt 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 accuracyProven ability to communicate clearly and professionally, both verbally and in writingExcellent organisational and planning skillsDemonstrable discretion and good judgementAbility to work independently in a continuously evolving and fast paced environmentWe 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].