Overview This role will be within our IT Services Team and will report to the IT Service Desk Supervisor. A Service Desk Analyst is required to provide support to a 750+ UK user base, Supporting users with Microsoft Office 365 and various legal specific applications. You will be working in a fast-paced environment so you must be able to deal with pressure situations and work on your own initiative. The Service Desk team is responsible for providing support (telephone and email based) and troubleshooting in a varied environment, managing applications including Microsoft Windows 10, Active Directory, Exchange, iManage DMS, BigHand and various bespoke software packages. The Service Desk Analyst will provide troubleshooting services, as well as occasional project support. Below are some of the key areas that this person will manage and maintain: First point of contact for all support of hardware and software problems Logging of incidents, requests and problems. End to end resolution of 1st line support tickets Working with people at all levels of the firm to proactively ensure productivity and that issues are quickly and professionally resolved. Monitoring open calls, ensuring resolutions and appropriate updates are carried out Initial response and diagnosis of hardware issues Ensure logging, tracking and updating of service management system via ITIL based processes. Preparation of documentation and gathering of information to knowledge share with team Suggest and develop ideas for improving service quality and customer satisfaction. KNOWLEDGE, SKILLS & EXPERIENCE Ideally 1-3 years' experience working as a Service Desk Analyst or in a customer support role Knowledge Microsoft Office 2010 or above (ideally 365) Good experience of working with Windows 10 MS Exchange experience Manage or alternative document management system knowledge an advantage Good knowledge of Outlook Understanding of Active Directory Knowledge of ITIL framework Excellent team player, positive and collaborative. Ability to communicate effectively both within the team and with people at all levels across the firm. Excellent call handling and problem-solving skills Willingness to learn and develop within a busy support environment Strong customer service skills Able to work well under pressure Law firm or professional services experience an advantage This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.