Service Desk Analyst

Term: Permanent
Working hours: Full-time
Team: IS
Location: Northampton
The firm

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The role

To provide first and second line IT support services through the IS Service Desk. Delivering the highest level of support and coaching to end users ensuring the most cost effective use of the business systems and allowing us to gain maximum return on the IT investment.


Main responsibilities
  • On a rota basis staff the 'IS Service Desk' during core working hours (currently Mon-Fri 8am-6pm), managing the life cycle of a support incident through to resolution.
  • To aid the Support Analysts to coordinate the provision of second line support through the IS Service Desk.
  • Provide first and second line support, updating the appropriate Service Desk incident tickets, in response to requests from the business & Help Assistants.
  • Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams.
  • Ensure you deliver a high level of service keeping incidents within Service Levels.
  • Provide guidance and support to Firm wide Help Assistants.
  • Provide on-call “out of hours” first line support cover on a rota basis, after probationary period.
  • Assist with IS resource planning for peak periods, presentations and out of hours client work.
  • Assist with IT re-locations and moves.
  • Work with department experts, and where appropriate be the department expert, for detailed application fault diagnosis and scheduled upgrades.
  • To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised.
  • Establish and maintain effective working relationships with the IS department teams & practice areas.
  • Have a good understanding of the systems available within Shoosmiths.
  • Be aware of current Health and Safety requirements and co-operate with Facilities Management.
  • To work within the guidelines and procedures provided by the IS Department

Main responsibilities

(70%) To administer first and second line support via the Service Desk, in response to requests from the business & external clients.

(20%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users are able to operate with maximum systems availability and understanding of the desktop environment.

(10%) Other tasks as appropriate.

Skills and qualifications

Technical skills and competencies

  • Ability to deal with customers at all levels through an approachable and customer focused awareness.
  •  An inquisitive and analytical mind who is service driven.
  • A methodical and accurate worker, able to manage life cycle of incidents through to resolution.
  • Evidence of competent writing skills and attention to detail.
  • The ability to communicate clearly.
  • The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the business.

Role-specific knowledge and expertise


  • Good understanding of IT systems and infrastructure.
  • Experience of providing support across multiple sites via a central Service Desk.
  • Has had exposure to working to tight SLA’s & KPI’s.
  • Able to use own initiative to resolve problems while working under pressure.
  • A self starter who is determined to succeed but can also work well in a team environment.
  • Able to produce work to regular deadlines.
  • Able to understand business drivers and priorities.


  • Formal customer service training.
  • Presentation skills.
  • Has had exposure working with OLA’s.

Experience, qualifications, and other role-specific requirements


  • Basic GCSE's
  • At least 2 years IT support experience in a service industry.
  • Familiarity with LAN (and WAN) technologies.
  • Some experience of dealing with telecommunication systems.


  • Good A Levels/BTEC or above.
  • Microsoft Product Certified / A + Certification
  • Qualified at ITIL foundation level or above.
  • Extensive knowledge of Service Desk environment.
  • Equivalent and preferably some professional qualification such as MCP or MOUS certification.
  • Experience in a law firm, professional services firm or other service sector industry.

Additional details

Travel to other Shoosmiths offices will be necessary.

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.