IT Service Desk Analyst

The role

This is a fantastic opportunity for candidates with service desk experience to join a collaborative and supportive team. You will work alongside five other service desk analysts, contributing to the delivery of high-quality IT services at Howard Kennedy. This role involves both first and second-line support for over 500 users, both remotely and at desk side.

This is a permanent, hybrid position with a rotating shift pattern:

• 08:00 – 16:30
• 09:00 – 17:30
• 10:00 – 18:30

Role responsibility

• Answer and log service desk calls received via phone and email in a timely manner.
• Proactively monitor queues in Halo ITSM.
• Resolve IT incidents and requests promptly, providing regular updates to tickets and end users.
• Research resolutions to issues, escalating within the team, as necessary.
• Maintain user accounts on various systems, including AD, Azure, and Exchange.
• Maintain the firm’s hardware, including mobile devices, laptops, PCs, and monitors.
• Manage processes such as new joiners, leavers, mobile management, laptop loans, and asset management.
• Set up conference/meeting rooms and provide AV support.
• Resolve software problems, both legal and bespoke.
• Contribute to documentation and knowledge base input.
• Undertake administrative tasks such as deal room setups, inventory checks, and daily, weekly, and monthly tasks.
• Participate in projects, testing, and support.

About you

Ideally, you will demonstrate:

• Experience working in a professional services environment.
• ITIL qualification (ITIL Service Delivery / ITIL Foundation) is beneficial.
• Experience with call logging software and 1st/2nd line support.
• Experience with applications used by legal firms (time capture, document comparison, legal information systems) is advantageous.
• Advanced knowledge of hardware setup and configuration, including printers and wireless devices.
• Strong knowledge of Microsoft-based operating systems, with an emphasis on Windows 11.
• Analytical and troubleshooting experience.
• Experience with Outlook within a network environment (permissions, calendar sharing, delegation, etc.).
• Experience providing support via remote control applications.
• A solid base of technical knowledge, with the capability to support incidents at the first level or beyond.
• Ability to change priorities quickly and handle multiple tasks in a fast-paced, changing environment.
• The ability to work independently while being a strong, dependable team player.
• An understanding of excellent client service and delivering the highest standards.
• Excellent verbal and written communication skills.

This role offers an exciting opportunity to work in a dynamic environment, contributing to innovative projects and supporting our team's growth and success.

Please note that we are not accepting applications via agencies for this role at this time. Before sharing any named candidate CVs, please contact your recruitment representative. If any named CVs are sent from agencies without approval from our recruitment team, they will not be deemed valid introductions, and no agency fee will be paid.

Benefits

• Competitive salary
• 25 days annual holiday
• Permanent Health Insurance
• Life Assurance
• Interest free Season Ticket Loan
• Private Healthcare
• Pension Scheme
• Staff Introductory Scheme
• Employee Assistance Programme

About us

With almost 200 lawyers in one location, we ensure our clients have the right team to help them get from where they are to where they want to be. We advise major corporates and institutions as well as entrepreneurial, ambitious enterprises which are often privately or family owned, or private equity backed. As well as our significant business law capability, we are one of only a few London-based law firms with a large private wealth offering. Our clients find our straightforward approach a compelling alternative to larger, less personal firms.

Whether you are an ambitious and talented individual wanting to hit the ground running from day one, or an established professional looking for a new opportunity, Howard Kennedy is the firm where you can really make it happen.

We have earned a strong reputation for our exceptional and uniquely talented people who between them deliver outstanding results for clients. In a firm of our size, our strong team dynamic creates a thriving culture of creativity and entrepreneurialism. Howard Kennedy is a pragmatic and non-hierarchical environment where success is shared, and you are proactively encouraged to thrive at your own pace.

Our distinctive culture is built on fairness and respect. Guided by the firm’s values of talk straight, think smart and be yourself, everyone in the firm holds equal value, and everyone plays their role in supporting, encouraging and inspiring colleagues to do their best work.

At the same time, we recognise and reward individualism, celebrating the diversity of our people and supporting them to grow their practice and drive their own career advancement.

As well as client work, there is opportunity to broaden your horizons at the firm with fulfilling pro bono and charity projects. We have a regular social calendar full of wellbeing activities, charitable and social events too.