It service desk analyst (12m ftc)

Role overview

Slaughter and May are a leading international law firm looking for a capable and client-focused IT Service Desk Analyst to join our Technology team on a 12-month fixed-term basis. This is a role for someone who takes genuine pride in delivering an excellent support experience — someone who remains composed under pressure, communicates with clarity, and brings a methodical approach to diagnosing and resolving issues.

You will be part of a tight-knit Service Desk team that supports colleagues across a broad technology stack, including Microsoft 365, Azure, Intune, Citrix, and a range of specialist legal applications. The team operates to defined service standards and SLAs, and you will be expected to contribute to that consistency from day one.

The IT Service Desk operates 24/7/365, and this role is central to maintaining that coverage. You will work across day, evening, night and weekend shifts as part of a structured rota, and flexibility to cover all shift types is a requirement of the position. In return, you will be joining a supportive team environment in a respected firm where your contribution genuinely matters.

Shift Type

Hours

Day: 08:00 – 16:00, Evening: 16:00 – 00:00, Night: 00:00 – 08:00, Weekend : same 8-hour shifts, scheduled across Saturday and Sunday

Flexibility to work all shift types — including nights and weekends — is an essential requirement of this role. This will be discussed in full at interview.

Key responsibilities

The key responsibilities of this role are set out below and there may be others which are not listed. You may be required on occasion to work outside our normal working hours of 9:30am to 5:30pm.

• Deliver a consistent, professional service in line with documented Service Desk procedures, call handling scripts and escalation guidelines, ensuring a high standard of communication both verbally and in writing.
• Log, triage, diagnose and resolve incidents and service requests at first line, escalating to second‑line support teams in accordance with defined escalation procedures, whilst retaining ownership of incidents and requests throughout their lifecycle, ensuring they meet agreed OLA and SLA targets, proactively managing and communicating progress where targets are at risk.
• Ensure timely and accurate escalation to second‑line and specialist teams, providing complete diagnostic information to support efficient resolution and minimise customer effort.
• Demonstrate curiosity when investigating customer issues by asking relevant diagnostic questions, actively listening, and capturing comprehensive information, whilst following approved call handling and escalation scripts.
• Dealing with customers in person at our Tech Hub.
• Dealing day to day with Microsoft Azure, Microsoft Intune, Microsoft Teams, Citrix and BigHand queries.
• First line support for many Legal Applications including Carpe Diem, iManage Work, DocuSign, Laserforms, HighQ and Litera Compare.
• Working as part of a team of 13, the ability to work as part of a team is essential.
• Troubleshoot the firm’s hardware as and when required.
• Occasionally perform software configuration on the firm’s systems.
• Perform any other reasonable duties requested by the Service Desk Team Management.
• Provide a critical business communication interface across the broader Technology group.

Candidate profile

Candidates for this position must have:

Providing support to users on:

• Microsoft Office O365 to an advanced level
• Microsoft Windows
• iManage or similar Document Management System
• Microsoft Azure and Endpoint Administration
• Exchange Mailbox (Online) and DLs
• PC, laptop, telephone equipment installation
• Citrix /Secure Access troubleshooting
• Laptop, iPhone or Smartphone troubleshooting

Key Responsibilities

• Demonstrate a professional service desk demeanour, including structured call handling, clear communication, and adherence to documented scripts and policies
• Support users with Document Management System (DMS)
• Troubleshoot email routing queries using Mimecast, Exchange and Windows Defender
• Installation, technical workings and maintenance of desktop/laptop hardware

Essential Skills & Experience

• Naturally curious and investigative approach to problem-solving, balanced with the discipline to follow scripted processes and escalation paths
• Experience working in an OLA and SLA-driven service desk environment, with an understanding of prioritisation, breach prevention and customer communication
• Strong customer service mindset, with an emphasis on reducing customer effort, setting clear expectations and delivering a seamless support experience
• Large scale LAN and WAN knowledge
• Knowledge of procedures and guidelines which govern the regulated environment of law firms

Desirable

• ITIL V3 Foundation Certificate

Behaviours & Competencies

• Ability to solve a range of difficult problems relating to issues which are expected to arise regularly within the Service Desk
• Ability to follow detailed procedures and call logging requirements
• Able to make judgements of some complexity to solve problems relating to the immediate workload
• Solution-focused approach to problems
• Adaptable and flexible when making decisions
• Demonstrable ability to think ahead, prioritise and organise resources and consumables

Autonomy

Whilst the role operates within defined procedures and governance frameworks, the Analyst is expected to exercise sound judgement in deciding when escalation is required, in line with agreed criteria, rather than attempting resolution beyond first-line responsibility.

We are committed to ensuring that our recruitment processes are barrier-free and as inclusive as possible for everyone. This includes making adjustments for people who have a disability or long-term condition. If you have any questions or require any adjustments to be made to one or both of the application or interview processes, please contact the Recruitment Team.

We are a Disability Confident Committed employer and will offer an interview to applicants with a disability or long-term condition who best meet the minimum or essential criteria for our Business Services roles. If you would like to apply through the Disability Confident 'Offer An Interview' commitment, please apply via our online application form and not via LinkedIn. You are disabled under the Equality Act 2010 if you have a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on your ability to do normal daily activities. For more information about the Disability Confident scheme, please see the government website here.

We welcome applications irrespective of race, colour, ethnic or national origin, disability, sex, gender identity, sexual orientation, age, religion, belief or marital status.

The purpose of this description is to provide guidance in relation to the general requirements of the position referred to. It is by no means an exhaustive list of the responsibilities that will be involved.

Any offer of employment with us is subject to the firm’s receipt of a satisfactory report from its third party screening and vetting provider in respect of the successful candidate. Your adviser will be able to explain how this process works in practice in the event of any questions.