Service Desk Analyst

Role profile: Role Profile Level 2
PQE: Not applicable
Term: Permanent
Working hours: Full-time (Monday to Friday 9.00am to 5.30pm)
Division: Business Services
Team: Service Desk
Location: Liverpool
The Firm

Weightmans is a Top 45 law firm with offices throughout the UK. Having been recognised as the leading legal employer at the annual Britain's Top Employers awards 2019 and achieved record rankings in Chambers UK, we are immensely proud of the work we carry out for our clients and the culture we provide to our people.

The Department

The Weightmans Information System team provides a wide range of computing and network support, delivering and supporting IT equipment, specialist software, services and networking supporting in support of the activities for the organisation.


The role

Reporting to the IS Support Manager, you will be responsible for providing excellent IT support for the business. A key aspect of the role is staffing the service desk, our users’ primary point of contact with the IS Team, ensuring that through good communication, effective processes and procedures and excellent documentation we help the business continue with its success.


Customer Service and Support

  • As part of the Service Desk Team undertake the day to day staffing of our service desk, working with immediate colleagues to ensure that user requests and incidents are logged, assessed, actioned within the IT Team in a timely fashion and escalated as appropriate.
  • Be responsible for the timely creation and maintenance of quality documentation for both users and IT colleagues, helping users make the most of IT services
  • Ensure that all queries are dealt with in a professional, timely and appropriate manner
  • Present a pleasant, helpful and professional demeanour when dealing with customers
  • Assess and allocate incidents tickets within the service desk software system

IT Support 

  • Provide user support, including working with IT hardware, software, Audio-Visual support, computer and printer management and user accounts, primarily in a Microsoft Windows environment.
  • Manage a case load of service incidents and standard change requests, ensuring that at all times requests are handled correctly and the service offering is to the highest standard
  • Install and support commercial software packages and peripherals as required
  • Answer queries relating to general Information Systems policies and services
  • Resolve non-standard problems, calling on your own experience; including troubleshooting complex software problems and dependencies
  • Provide users with ad-hoc training for supported systems and services
  • Liaising and working with external suppliers and engineers

Business Analysis and Development

  • Actively identify opportunities for improvement to the efficiency and quality of both the role’s own service area and the broader Department, proposing changes to procedures, policies and services.
  • Work with the IS Support Manager to identify trends and proactive improvement opportunities to both help users be more effective and make IT operations more efficient
  • Communicate effectively at all levels of the business in order to understand the organisation and create Information Systems that reflect its priorities and aspirations
  • Keep own skills up to date, developing a depth or breadth of knowledge in an appropriate area through learning and practice
  • Support the continual improvement of services provided by IT Team by undertaking project work with colleagues


  • Hours will be as required to undertake the role, including the scheduling and attendance of works outside normal working hours.
  • Carry out regular and ad-hoc site visits to Weightmans offices outside Liverpool, as and when required
  • Undertake any other duties commensurate with the post.

Hazard-specific / Safety-critical duties

  • Regular manual handling
The person specification


  • Experience in hardware and software, fault finding and resolution in Windows operating systems
  • Excellent working knowledge and experience of Windows desktops.
  • Good organisational and time management skills
  • Ability to anticipate problems, identify risk, evaluate impact and produce appropriate solutions, or escalate as necessary
  • Strong team working skills with good self-motivation and the ability to work with minimal supervision
  • Have experience working with or knowledge of
    • IT Service Management tools
    • ITIL
    • Active Directory
    • Microsoft Exchange
  • A customer focus, with constant awareness of trying to match the department’s expectation of IT Support.
  • Good interpersonal skills with the ability to communicate effectively with all levels of users, suppliers and technical staff in a patient and helpful manner
  • Good written communication skills; ability to document user guides, write procedures, reports etc.


  • Keen interest in Information Technology with desire to develop and update skills through appropriate technical training
  • Have prior experience working within a support or Service Desk environment, aligned to ITIL principles


Other Information

Please note:

  • Any reference to experience or PQE in our adverts or job descriptions is to be used as a guideline only. We welcome applicants from all backgrounds and with different levels of experience who can demonstrate that they fulfil the requirements of the role.

  • The successful candidate appointed to this role will be subject to our standard background checking process, and any offer of employment made is conditional upon successful completion of those checks. Further details can be obtained from the Recruitment team.