Service Desk Analyst

About

This job is with Lewis Silkin LLP, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

This role sits within the Technology team which comprises 50 plus technology specialists based in our London, Cardiff, Manchester, Leeds and Belfast offices. Our role is to deliver industry-leading technology solutions for our clients, our staff and our communities, underpinning the firm’s future products and services to enable business growth and enhance profitability.

This role sits within the Technology team which comprises 50 plus technology specialists based in our London, Cardiff, Manchester, Leeds and Belfast offices. Our role is to deliver industry-leading technology solutions for our clients, our staff and our communities, underpinning the firm’s future products and services to enable business growth and enhance profitability.

Reporting directly to the Service Desk Manager, the Service Desk Analyst will assist in the day-to-day operational support of the firm’s Technology systems and hardware. The position is based in our London office within a team working mainly on the Service Desk and will encompass user support (both in person, online and over the telephone), systems operational support, application support, system testing, change control and documentation.

The ideal candidate will be a proactive self-starter who can own an issue and see it through to resolution, someone who is able to develop their skills by using in-house materials and resources to troubleshoot and is able to think “outside of the box”.

• Provide technical support to users via phone, email, chat, and ticketing systems, ensuring all incidents and requests are logged accurately, monitored and closed in a timely manner.
• Diagnose and troubleshoot issues related to hardware, software, networks, mobile devices, and business applications.
• Follow established procedures and knowledge base articles to resolve incidents or elevate to other teams when required.
• Prioritise and manage multiple open tickets, ensuring timely updates and meeting agreed SLAs.
• Perform user account administration tasks within systems such as Active Directory, Microsoft 365, Azure and other enterprise platforms.
• Set up, configure, and deploy laptops, peripherals, and other IT equipment in line with company standards.
• Deliver excellent customer service by communicating clearly, managing expectations, and providing regular status updates.
• Contribute to the creation and improvement of knowledge base articles, FAQs, and support documentation.
• Assist with routine maintenance tasks, system checks, and monitoring activities.
• Identify recurring issues and recommend improvements to processes, tools, or documentation.
• Adhere to security policies and IT best practices (ISO
  27001 and ITIL), ensuring data protection and compliance requirements are met.
• Providing AV support for events and meetings, escalating with our 3rd Party support when required.
• Participate in continuous improvement of service desk processes and procedures.

You will have a professional manner, excellent communication and interpersonal skills. You’ll have a flexible nature and will enjoy working within a fast-paced team and will be highly organised. You’ll also possess strong numeracy and attention to detail skills, which will be key within this role. We are looking for someone who is passionate about being a team player, who is keen to support others.

• Have a proven track record in troubleshooting technology issues and the ability to quickly learn and adapt to new applications.
• Ability to follow processes and pays careful attention to detail.
• Accept tasks and advice from other members of the department including the Head of IT and Service Desk Manager.
• Ability to work autonomously and within a team.
• Be willing to work out of hours when required and at short notice.
• Capable of working to tight deadlines, sometimes under pressure.
• Demonstrate a high level of customer service and professional approach.
• Effectively…