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IT Service Desk Analyst / IT Helpdesk Engineer - ServiceNow, Ticket Management, AD/GP, O365, MS Teams, MS Azure, InTune, ITIL, IT Customer Service (Internal User Base). Permanent, London / Remote Hybrid, 3 days per week in office; c.£45k-£47.5k +Bonus +BenefitsGlobal Law Firm seeks IT Service Desk Analyst / IT Helpdesk Engineer to support users in the UK, EU and Asia. You will join the service desk team and provide support to a user base of around 1300 lawyers and business support staff using a range of technologies.The main focus of the role will be to provide high quality 1st line IT support relating to desktop technologies including laptops, PC and mobile devices; Win10/Win11, O365 inc Outlook and MS Teams, LAN/Wireless and VPN connections, AD/GPo, Windows Server/Azure, InTune Endpoint Manager (mobile devices), Citrix, DNS / DHCP settings etc.
The majority of the support work will be undertaken over the phone and by remote session with some walk-ups to the desk for configs and hardware support as well as some desktop support activities. You will also be involved in deployments including laptop imaging and configs with image deployments in InTune Autopilot as well as other project work.
Working within an SLA driven ITIL environment you will be responsible for raising tickets within the ServiceNow ticketing system and assigning to appropriate desktop support engineers, infrastructure engineers or 3rd party service providers (business application related etc) and overseeing fixes within ITIL methodology i.e. employing Service mgmt., Incident mgmt., Problem mgmt. and Change mgmt. principles to resolve and track issues. You will also provide some 1st level support for user of law firm focussed systems including Practice Management and Document Management systems which may include iManage, BigHand, Elite 3E, InTapp, Carpe Diem, Laserforms, DocuSign, HighQ, Workshare or similar systems.
We are searching for an IT Service Desk Analyst / IT Helpdesk Engineer / IT Support Analyst who has gained experience working on an SLA driven service desk within an ITIL framework. You will be experienced in creating and managing tickets in ServiceNow (or similar IT Ticketing systems), be confident in your ability to speak with internal users over the phone, via remote session and be responsive to their needs. You will be comfortable using Win 10, Win 11, MS O365 (inc MS Outlook, MS Teams), creating and managing user accounts in Active Directory (and possible AzureAD) and ideally possess some experience with mobile device management using tools such as InTune but this is non-essential. You will have some experience of working within an ITIL environment. Excellent communication and customer service skills are pre-requisite.
Ideally, you will have been working within a Law Firm environment, Solicitors or Legal Services department or alternatively withing professional or financial services or consultancy within the big 4 inc PwC, KMPG, EY or Deloitte. You will understand the need for a highly professional, business focussed approach at all times.
Exceptional opportunity to join a global law firm at a time of exciting onward growth. You will need to be able to work 3 days per week onsite in City of London offices as well as 2 days from home and be comfortable with shift rotas covering working hours Monday to Friday (shared amongst the team.
