Service Desk Analyst

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

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.

Shoosmiths are currently undergoing an exciting period of development and investment in the IT infrastructure, with 40 live projects currently underway to transform business processes and increase efficiency firm-wide. As these developments and implementations continue, we are looking for talented individuals who are passionate about delivering excellent service who want to proactively contribute to the continued success of Shoosmiths.

We are currently seeking a temporary Service Desk Analyst to join our team of 6 based in Northampton on an initial 6 month contract. You will provide 1st and 2nd line support services across the firm covering 12 offices in total, ensuring delivery of the highest level of support and coaching to end users. You will also ensure the business systems are being used in the most efficient and cost-effective manner, resulting in maximum return on IT investment. 

As a member of the Service Desk Team, you will provide first and second line support for over 1,500 business users. You will be responsible for coordinating and managing issues through to successful resolution, involving relevant third-party or external third line support teams when required, whilst ensuring compliance with the firm’s IT security and service level agreements.

You will also be involved with assisting for resource planning for peak periods, presentations and out of hours client work, as well assisting with IT relocations and office moves.

You will be giving the opportunity to provide guidance and support to firm-wide Help Assistants as well as working closely with department experts for more detailed application fault diagnosis and scheduled upgrades. Therefore, excellent communication skills and the ability to establish and maintain effective working relationships within the IS department and all practice areas within the firm is paramount. 

The ideal candidate will have previous experience working within a service desk support role for a multi-site organisation via a central Service Desk. You will also have exposure to tight service level agreements and KPI’s, able to use your own initiative to resolve issues in a high-volume department. Furthermore, you would have undertaken formal customer service training and have Microsoft Product Certified / A + Certifications.

Essential experience:

• 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.
• A minimum of 5 GCSEs grades A-C including Maths & English
• At least 2 years IT support experience in a service industry.
• Familiarity with LAN (and WAN) technologies.
• Some experience of dealing with telecommunication systems.

Desirable experience:

• Exposure working with operational-level agreements (OLA’s).
• 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.
• Formal customer service training.
• Presentation skills.
• Experience in a law firm, professional services firm or other service sector industry.

You may also have experience in the following: IT Helpdesk Support, IT Support Analyst, Service Desk Engineer, IT Desktop Analyst, 1st/2nd Line Support Analyst, IT Support jobs, Service Desk jobs.

Additional information: Travel to other Shoosmiths offices may be required and you may also be required to work outside the core business hours of 8am-6pm on occassion. 

The application process

We will aim to respond to you within 3-4 working days following your application. If successful, you will be contacted by a member of our recruitment team for an informal telephone discussion. There will be one interview stages which will be held at our Northampton office (Victoria House, 3 Victoria Street, Northampton, NN1 3NR). 

Interested but have further questions? Get in touch with me directly via email(matthew.mercer@shoosmiths.co.uk), phone (03700 863 267) or LinkedIn (https://www.linkedin.com/in/matthew-mercer-91811a25). 

Background checks

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references covering the last 5 years, proof of ID, proof of address covering the last 5 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check.    

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.