IT Service Desk Analyst - FTC

At Ashurst Perkins Coie, we're helping shape the future economy. With a global team of more than 3,500 legal professionals across 52 offices, we partner with leading organisations to solve complex challenges across a diverse range of industries, with a distinct strength in technology, energy & infrastructure, and financial services. Our people work on market-leading matters that drive innovation, growth, and transformation around the world.

For Ashurst Perkins Coie, innovation is our tradition.

What makes Ashurst Perkins Coie a great place to work?

• Flexible work options - part-time, working from home and additional leave
• Health and wellbeing benefits, gym membership, and discounted corporate health plans
• Career advancement - client secondment opportunities, global opportunities, and award-winning Learning & Development programs

The Opportunity:

The IT Service Desk Analyst will be responsible for providing exceptional first- & second-line technical support to end users, ensuring the timely resolution of IT issues and minimising downtime. You will act as the first point of contact for all IT-related inquiries and technical problems, troubleshooting and resolving issues while maintaining a high level of customer satisfaction

Hours of Work

The working hours are 37.5 hours per week, to be worked on a rotating shift pattern each day from Monday to Friday, between the hours of 7am and 8pm

This is a full time role on an initial 6 month fixed term basis. The role is based in our Glasgow office with hybrid working.

Daily tasks may include but are not restricted to

• Serve as the first point of contact for IT support requests via phone, email, and walk ups, addressing a variety of technical issues related to hardware, software, networking, and account management
• Troubleshoot and resolve common technical problems such as password resets, software malfunctions, network connectivity issues, and printer setups. Escalate complex issues to specialized support teams when necessary.
• Log, track, and prioritize all incoming IT support requests in the ticketing system, ensuring timely follow-up and resolution in accordance with service level agreements (SLAs)
• Provide friendly, patient, and professional service to all users. Communicate technical issues and solutions clearly to non-technical users, maintaining a high standard of customer satisfaction

More information can be found in the job description attached to the role on our careers site Careers | Ashurst Perkins Coie

About you:

The successful candidate will have:

• 1-2 years of experience in an IT support or helpdesk role, providing technical
• support in a fast-paced environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field
• (or equivalent work experience)
• Proficiency in Windows and macOS operating systems.
• Experience with ticketing systems (e.g., Service Now, JIRA, Zendesk) and ITIL best practices
• Experience supporting common office applications (Microsoft Offic