IT Service Desk Analyst

Penningtons Manches Cooper is a leading UK and international law firm which provides high quality legal advice tailored to both businesses and individuals. We address the specific objectives of each client through our flair and technical expertise and offer a personal service founded on a strong team ethic.

Today, we have UK offices in the City of London, Basingstoke, Birmingham, Cambridge, Guildford, Oxford and Reading while our growing overseas network stretches from Asia to America through our presence in Singapore, Piraeus, Paris and Madrid. With 141 partners and over 850 people in total, our main areas of practice are corporate and commercial, dispute resolution, real estate, private client and family.

We have established a strong reputation in a variety of sectors, particularly real estate, private wealth, and shipping. Our lawyers are also recognised for their expertise in life sciences, education, retail, sports and entertainment and international trade. In these areas, we're acknowledged for our unparalleled market insight.

Among our clients we count multi-national corporations, public companies, professional partnerships, banks and financial institutions as well as private individuals, owner managed businesses and start-ups. We are conscious that our culture and close working relationships are vital assets and we are determined to maintain these as we increase in size. 

Our broad international focus is supported by well-established links with law firms throughout the world. Penningtons Manches Cooper is a member of Multilaw and the European Law Group, networks with representatives in over 100 countries, and many of our lawyers play leading roles in various international bodies.

Primary Role

The IT Service Desk Analyst will primarily provide 1st line support to all of our customers, with a small element of 2nd line support, where required.  The successful candidate will have a pro-active attitude and an aptitude for working with applications/systems to undertake the correct analysis, prioritisation and diagnosis, leading to the swift resolution of every issue raised.  They will promote the Service Desk at every opportunity and ensure that the Service Desk achieves a high level of customer satisfaction.  There is also a range of administrative duties and tasks to be undertaken by this role.  Coverage includes all of our office locations as well as some remote and home users. The location of the role is flexible.

• To act as a single point of contact for all IT issues and requests via telephone, email, InfoPath and walk-in
• Receiving, logging, triaging and correctly assigning/categorising all calls
• Escalation to the IT Support Supervisor any tickets that are close to their SLA or are not able to be resolved may require a problem to be raised or a complaint received from the customer about the level of service received
• To ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed
• 1st and 2nd line support – troubleshooting business applications, shared applications, hardware, mobile, telecoms and printers
• Troubleshoot basic network issues
• To ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item
• Take ownership of all incidents raised on the Service Desk and follow up on the status of these on behalf of the customer and providing timely updates
• To maintain a high degree of customer service for all support queries, adhering to all service management principles
• Provide statistics for the weekly Service Desk report on call trends
• Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality
• Basic AD knowledge – creating user accounts, password reset, creating groups
• Liaise with 3rd party vendors, ensuring that they adhere to specified SLA's and escalating where these are about to fail
• Project support and deployment as required
• Any other reasonable task as required by the IT Department
• ITIL V4 Foundation qualification (or willing to attend the course and sit exam) - essential
• MCP certification - desirable
• Customer service qualification or course sat – desirable
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At our firm, Diversity, Equity and Inclusion is a priority and at the heart of everything we do. We actively want to attract a diverse workforce and welcome applications from everyone, from all backgrounds. We are committed to promoting an inclusive culture where everyone can be their full selves and experience being seen and heard. You can find out more about our firm's commitment, initiatives and Pennclusion committees here.

We ensure that there are equal opportunities and treatment for all job applicants and employees, at all stages of the recruitment process and employment, regardless of age, gender reassignment, marriage or civil partnership, pregnancy and maternity, disability, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, gender identity, gender expression and social background. We aim to provide adjustments for people who have a disability, long-term health condition (including mental health) or neurodiversity. If you would like to request an adjustment, please contact 

• Ability to work remotely is essential
• Excellent communication skills and telephone manner
• Excellent organisational and prioritisation skills
• 1 year previous IT Service Desk experience preferred
• Incident Management experience – managing incidents through to resolution with an appreciation of business impact and effective communication
• Basic user & security group AD administration
• Strong knowledge of Microsoft operating systems with emphasis on WIN 2010/2013 and Office 2016
• Experience with using and troubleshooting Outlook 2016 within a corporate environment (permissions, calendar sharing, delegation)
• Experience of using and troubleshooting iManage (DMS) with a legal firm environment
• A self-motivated, pro-active individual who gains satisfaction from delivering customer focussed services