IT Service Desk Analyst

The role will be responsible for supporting a large base of UK-wide users. The role holder will have a minimum of 18 months experience in a similar position, is expected to be highly pro-active, have a good all-round knowledge of IT software, hardware and be able to communicate with a wide range of users at all levels.

You will be required to use your initiative, research, and problem-solving skills to resolve issues and create written knowledgebase articles where required. The position requires a good grounding in IT systems and requires the ability to adapt to innovative technologies, learn new procedures, determine the root-cause of issues, and come up with both tactical and strategic solutions.

This role sits within the London IT Service Desk team, which consists of one Senior Analyst and three Analysts (including this position). It forms part of a wider IT Service Desk function of eight, made up of three Senior Analysts and five Analysts, with a presence in Manchester and Leeds. Across all locations, the team works collaboratively to provide remote support to the wider Leigh Day network.

The team is well-established, collaborative, and supportive, with a strong culture of helping one another and sharing knowledge. This creates an environment where individuals are encouraged to grow, contribute meaningfully, and take real ownership of their work within a trusted and high-performing team.

We offer a flexible working pattern for our IT Service Desk team. Typically, this consists of two days in the office and three days working from home, with one week in three requiring three days in the office. The IT team is also eligible for our working elsewhere policy, which allows up to two weeks of remote working per year for employees who have successfully passed probation.

However, the successful candidate will be expected to spend more time in the office initially to support onboarding and gain familiarity with our systems and environment.

The successful candidate will have the opportunity, following the successful completion of their probation period, to opt into participation in the firm's out-of-hours IT support service, which is entirely voluntary and attracts additional remuneration.

The full JD can be downloaded from our website listing.

• Minimum 18 months experience in a similar role.
• A good understanding and working knowledge of Microsoft solutions, including - but not limited to - Active Directory, Exchange Online Mailbox administration, Microsoft 365 applications and technologies and NTFS share permissions.
• A good understanding of supporting users within Citrix environments.
• Familiarity with the following hardware and software technologies or platforms:

• Citrix DaaS
• Windows 10/11
• Strong Microsoft Stack
  - Office 365, InTune, Exchange Online, Teams
• Dell Laptops
• Mimecast
• MS Surface Hubs
• Networking- basic understanding of LAN/WAN, DHCP/DN

• Excellent customer service skills with a strong desire to help people.
• A keen eye with attention to detail
• Self-motivation essential as will involve hybrid working
• Knowledge of Mac OSX desktop would be beneficial.
• AV solutions, including Crestron
• ITIL Certification (Foundation or Higher)
• Cisco switches
• Big Hand Digital Dictation
• Relevant experience in the legal sector / professional services is preferred but not essential.
• Previous experience of Document Management Systems an advantage

The role requires a flexible approach to working patterns due to its hybrid nature. This may include early or late starts, both from home and in the office, as well as occasional evening and weekend work to support system maintenance, upgrades, and wider business needs.

We are a top 100 law firm committed to claimant-only cases, ensuring that individuals have the same access to justice as the UK Government and large corporations. We're not afraid to take on difficult and challenging cases involving medical negligence, serious personal injuries, discrimination in the workplace, defective products and human rights abuses in this country and overseas.

• Hybrid working (typically 2-3 days from home for a full time worker)
• 29 days annual leave…