Service Desk Lead Analyst

We are seeking to appoint a Service Desk Lead Analyst to our busy and expanding IT team.

Working as a key member of the firms’ proactive IT support team, you will be responsible for providing IT and infrastructure support and service delivery in a desktop/server environment to local and remote users, across all technology disciplines within the business to ensure service levels are met.

We have recently started some exciting new IT projects. These include an Infrastructure Upgrade which includes Hybrid cloud, utilising Microsoft Azure and Citrix cloud services and new desktop/laptop upgrades to Windows 10 and Office 2016.

The role and key responsibilities

The role will be a key point of contact for IT users throughout the firm, so you will need to ensure that service delivery to the business meets or exceeds expectations.

You will be responsible for ensuring that the firm adopts and successfully implements ITIL as a set of practices for our IT service management and delivery, to ensure that our IT services are aligned to the needs of the business.

You should be able to review and enhance systems, processes or procedures for the benefit of the end user.

You will allocate work and supervise the Helpdesk/IT support colleagues, to ensure the effective management and coordination of first and second line support.

This is a ‘hands-on’ role, so installing hardware and software applications, configuring new computers and delivering them to end user location in a timely and organised manner is a routine part of the job.

Technical support will include assistance in a Microsoft Windows environment, providing first and/or second line telephone, email and remote support, and general troubleshooting and configuration problems on mobile devices such as iPhone/Active Sync.

You will be required to produce management information and reports which will include, qualitative and quantitative information on our IT support service. You will also identify training needs as appropriate.

Required skills and experience

The successful candidate must be able to demonstrate their ability to deliver excellent client service.

You must hold an ITIL certification or be actively working within an environment that upholds the ITIL framework and principles.

A flexible, adaptable and ‘can do’ attitude is key, together with the ability to communicate effectively at all levels.

Proven experience of PC networks, particularly Microsoft Windows and an in-depth knowledge of Microsoft Office applications is essential.

You should be able to demonstrate the ability to quickly define problems and determine solutions so that workloads can be prioritised and resources identified.

You must have previous experience of managing or supervising others.

Your current or previous work experience must also include operating technical Helpdesk systems and procedures.

If you meet the criteria above and are interested in working for one of Yorkshire’s leading law firms, we want to hear from you. Please send your CV and a covering letter, including details of your current salary in this role to the recruitment team at

Applications will close on Friday 5 April 2019.