IT Service Desk Analyst

At Browne Jacobson, we’ve always worked across business and society, and this expertise sets us apart. Social and environmental impact are at the top of our business agenda. We champion fairness, make the complex simple and forge connections between clients to find creative solutions. This is how we improve outcomes for every person, community and business we serve. With offices in Birmingham, Dublin, Exeter, London, Manchester and Nottingham, we’re a UK & I based law firm with an international reach. Our sectors include: health; real estate and construction; education; energy and infrastructure; financial services; government; insurance; manufacturing and industrials; and retail, consumer and logistics. We nurture talent at all levels and from every background and celebrate what makes people individuals. Law needs all voices to reflect the society it serves and we’re working towards social mobility, diversity and inclusion in our firm - and our profession. We strive to create meaningful personal and professional development opportunities and offer flexible working in support of a good work-life balance. We focus on wellbeing and individuality, so that all our people can thrive. Role Overview: We are looking for a highly motivated and experienced Service Desk Analyst to join our team. As a Service Desk analyst, you will provide 1st line remote support to approx. 1250 end-users in a fast-paced environment. This role offers hybrid working, being based in our Nottingham office two days per week and working from home the remainder. Key Responsibilities: Provide remote support to our internal colleagues. Accurately capture information when logging incidents or service requests, ensuring that any interactions and troubleshooting steps are thoroughly documented. Diagnosis and resolution of incidents and service requests, including escalation to the appropriate internal teams where the incident/service request cannot be resolved at 1st line. Required Technical Skills: Experience in user account administration (Active Directory, Exchange 365). Comprehensive knowledge of Windows environments, Microsoft Office suite, and system management software such as SCCM. Expertise in laptop and mobile hardware. Familiar with Incident, Change and Problem Management processes. ITIL foundation v3 or 4 qualifications (desirable). Ideal Candidate Profile: Proven experience in an IT support role within a legal or similar professional setting. The ability to work independently. Ability to effectively prioritise and execute tasks in a high-pressure environment. Excellent problem-solving, organisational, and time management skills. Strong communication and interpersonal skills. Additional Information: The Service Desk team operate a shift pattern covering between 8am - 5pm, Monday to Friday.

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