IT Service Desk Analyst
Join to apply for the IT Service Desk Analyst role at Pinsent Masons.
Location
Birmingham – On site
Role Overview
Here at Pinsent Masons we bring together the best people to get the job done. We’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award‑winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment to deliver outstanding results.
Responsibilities
As the first point of contact for all technical IT queries from the firm, you will manage requests via phone and web portal within the ITSM system, supporting approximately 4,000 people globally on applications such as MS Office 365, MS Teams, OneDrive, Cisco AnyConnect, Azure, and Apple mobile technology. You will communicate complex technical issues in clear, non‑technical language, ensuring every interaction is professional, helpful, and efficient.
Qualifications
* Exceptional phone‑based communication skills – clear, enthusiastic, articulate, and engaging.
* Experience providing exceptional customer service with a customer‑first focus.
* Flexibility to work all possible shifts and pick up work from colleagues when needed.
* Ability to manage multiple calls, tickets, and lines of communication simultaneously.
* Strong attention to detail, patience, and the ability to work under pressure during busy periods.
* Previous experience in a fast‑paced IT Service Desk role is highly advantageous.
What Happens Next
Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy, allowing you to meet two members of the hiring team – the first conducted virtually and the second in person at the office.
Our Commitment to Diversity
We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a signatory of the Race at Work Charter, and a proud partner of Neurodiversity. We encourage and value different ideas and styles of thinking.
Additional Information
Referrals increase your chances of interviewing at Pinsent Masons by 2×.
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