Service Desk Analyst
Core
First point of contact for all IT support needs across a global law firm, delivering high-quality, customer-focused service via phone, email, and self-service.
Role type
Senior IC Service Desk Analyst (End User Computing)
Builds
IT support services for 6,000+ staff in a global law firm
Domain
Legal services / Enterprise IT Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
First-level phone support, email and self-service request handling, incident management, escalation to second-level teams, Microsoft 365 support, Windows 11 support, Intune, Entra ID (Azure AD), Citrix, endpoint management, legal/professional services applications, knowledge base creation, junior analyst training, documentation, project participation (rollouts, UAT)
Preferred skills
Experience in professional services firms, tertiary qualifications in Information Services, innovative mindset, curiosity about AI and emerging technologies
Technologies
ServiceNow, Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix
Responsibilities
Provide first-level phone support to all staff, resolve customer requests via email and self-service, log and manage incidents in ServiceNow, escalate unresolved issues, partner with other IT groups, participate in project work (rollouts, upgrades, UAT), write documentation and create knowledge base articles, train junior analysts, act as escalation point for elevated access
Seniority
Mid-level, hands-on IC