Service Desk Analyst

This job is with Bates Wells, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

We are seeking a motivated and enthusiastic Service Desk Analyst to join our growing law firm. You will be the first point of contact for IT Support within the firm and will assist colleagues with first‑line IT support, handling IT requests, including account setup, hardware preparation, and mobile device management. This role offers excellent opportunities to learn, develop, and progress within the team and provide a strong foundation in IT support. The role requires strong customer service skills, good problem‑solving ability, and confidence working in a fast‑paced environment.

You will have a genuine passion for customer service, a friendly and helpful attitude and be comfortable working in a fast paced and demanding environment.

Key Responsibilities

• Provide technical support to solicitors, lawyers, paralegals and support staff, both on-site and remotely 
• Install, configure, and maintain hardware and software (Laptops, printers, mobile devices)
• Support, troubleshoot Windows OS, MS 365, Mobile and In-house Legal applications 
• Provide support for legal document production tools and workflows 
• Manage user accounts and access to a variety of applications 
• Maintain and update IT asset inventory and documentation 
• Support meeting room technology (AV equipment, conferencing tools (Teams/Zoom)
• Support network connectivity, VPN access and remote working setups.
• Ensure all issues are resolved within agreed SLAs
• Escalate calls where necessary to either another IT Team member or external support.
• Work with IT providers and external vendors 
• Setup and management of mobile phone devices – Intune, Configure and support mobile devices – Device setup, enrolment (MDM)
• Manage JML process - Provision new user accounts, hardware, and system access for joiners 
• On call/OOO responsibilities
• Assist with hardware setup, imaging, and deployment 

Skills, Knowledge and Expertise

Key experience 

• 1-2 years of Service Desk experience, ideally within a legal or professional services environment 
• Strong interest in IT and Technology 
• Strong customer‑service skills with a friendly, helpful, and client‑focused approach 
• Good problem solving, analytical and trouble-shooting skills across applications and hardware
• Basic understanding of network infrastructure 
• Willingness to learn and develop skills  
• Able to work effectively in a fast‑paced, demanding environment 
• A proactive self-starter, organised with a strong attention to detail and able to manage multiple tasks  
• A collaborative team player with clear written and verbal communication skills 
• Comfortable building and maintaining relationships across all levels of the firm 

Desirable 

• Familiarity with ITSM tools, 
• Basic knowledge of ITIL practices 
• Relevant certifications, CompTIA, A+, ITIL Foundation, Azure Fundamentals