IT Service Desk Analyst

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It’s an exciting time to join Fieldfisher in Belfast! Our Belfast office is experiencing significant growth as we expand our presence and strengthen our business across the region. This is a fantastic opportunity to be part of a dynamic team during a period of rapid development and innovation. We’re building something special driven by ambition, collaboration, and a commitment to excellence.

If you’re looking for a role where you can make an impact and grow with us, now is the perfect time to come on board.

The IT Service Desk Analyst serves as the initial point of contact for customers, handling incidents and requests, and maintaining information within the IT Service Management (ITSM) platform. This role also encompasses a variety of administrative duties.

• Customer Support: Provide support for incidents and requests, logging and responding to all customer contacts, including walk‑ups, instant messages, phone calls, emails, and self‑service portal communications.
• Incident Management: Perform initial diagnosis on issues/incidents, taking appropriate steps to resolve faults and ensuring comprehensive details are captured from customers and recorded on the ITSM platform.
• Ticket Management: Regularly review and update incidents, ensuring timely and efficient resolution while keeping customers informed of progress.
• Communication: Proactively inform customers about the status of their incidents/service requests.
• Problem Management: Assist with root‑cause analysis for problem management tickets.
• Documentation: Maintain effective records of work for current resolution procedures and internal processes within the team.
• Knowledge Management: Contribute to the maintenance of Knowledge Base articles in the ITSM tool.
• Flexibility: Be prepared to work outside normal hours to participate in project work or assist with major service outages.

Will have a proven background in information technology and will possess the following skills and experience:

• Technical Proficiency: Proven background in information technology with a dynamic personality and a commitment to owning incidents through to resolution.
• Communication
  
  Skills:
  
  Excellent written and oral communication skills.
• Adaptability: Flexible approach to work, with the ability to perform effectively under pressure.
• Teamwork: Encourages cooperative working and collaboration within the team.
• Problem‑Solving: Strong problem‑solving abilities and a customer‑focused mindset.
• Environment: Ability to thrive in a fast‑paced and dynamic environment.

• Training and Development: Participate in ongoing training and development to stay current with industry trends and technologies.
• Customer Satisfaction: Strive to enhance customer satisfaction by delivering high‑quality service and support.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the implementation of best practices within the service desk.
• Experience with ITSM Tools: Hands‑on experience with Service Now for incident, request, and knowledge management.
• Familiarity with Enterprise Systems: Exposure to systems commonly used at Fieldfisher, such as:
• Active Directory (on‑prem and hybrid environments)
• Microsoft 365 Suite (Teams, Outlook, SharePoint)
• Azure AD for identity and access management
• Windows OS
• ITIL Framework Knowledge: Understanding of ITIL principles, particularly Incident, Problem, and Change Management.
• Remote Support Tools: Experience with remote troubleshooting tools (e.g., SCCM, Intune).
• Security Awareness: Basic knowledge of cybersecurity best practices and compliance requirements.

• We don't have a type. We believe our differences are our strength; varied cultures, approaches and experience can only benefit us.

• You can be yourself: It takes everyone to make us who we are. We’re a culture of diverse perspectives, with each of us making unique contributions that make us better together.
• In the office or WFH? We think the best balance is more time in the office than at home, so we operate a 60:40 rule.
• Beyond…