Service Desk Analyst

  • Stephenson Harwood
  • London, UK
  • Jan 02, 2020
Job - Full time Aerospace engineering Astronomy Biology Computer Science Chemical engineering Engineering Health Science Life Science Mathematics Medical Sciences Chemistry Civil engineering Physics Psychology Social Science Teaching/Academics Technology Veterinary medicine


Vacancy ID : 006484
Contact name : Resourcing Team
Contact email :
Location : London

Stephenson Harwood is a law firm with 1100+ people worldwide, including more than 180 partners. Our headquarters are in London, with 10 offices across Asia, Europe and the Middle East.

We are currently seeking a Service Desk Analyst to join our IT Department.

There are currently around 50 employees in the Information Technology team. This role will be reporting to the Service Desk Manager.The Service desk analyst will be the first point of contact for all incoming Service Desk calls and will play a pivotal role in promoting high levels of customer service. They will also work closely with the IT Services Manager to highlight call trends and ensure consistency of service provision. There will be opportunities to visit users to follow up calls but this role is predominantly 90% 1st line support. 

Main responsibilities

  • Providing first point of contact as a 1st line Service Desk Analyst
  • Occasional visits to users at their workstations
  • Recording all calls and actions taken on Service Desk
  • Taking ownership and responsibility for calls logged
  • Using judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team, as appropriate
  • Highlighting trends and flagging issues with the Service Desk Manager
  • Regular liaison with the rest of the Service Desk team and wider IT department to resolve and follow up on issues
  • Assisting with ad hoc projects, as required

Attributes / skills required

  • Previous experience as an IT Service Desk Operative within a legal or professional services environment
  • Excellent knowledge of Microsoft Office 2016/ o365 packages, in particular Word document styles and numbering
  • Imanage/ WorkSite/ experience essential and Imanage 10 desirable
  • Business systems knowledge of legal specific software: time keeping software and a PMS
  • A good understanding of the Windows 10 operating system
  • Customer-focussed with excellent communication and inter-personal skills
  • Proven ability to deal with people at all levels
  • Team-oriented with the ability to delegate tasks effectively
  • Strong organisational skills and the ability to juggle a constantly changing workload
  • Resilient, assertive and hardworking
  • Self-starter, capable of working under their own initiative
  • Flexible, professional and proactive
  • Able to work out of hours when required and with adequate notice 

Our people are committed to achieving the goals of our clients - listed and private companies, institutions and individuals. Our diverse mix of expertise and culture results in a combination of deep local insight and the capability to provide a seamless international service.

We assemble teams of bright thinkers to match our clients' needs and give the right advice from the right person at the right time. Dedicating the highest calibre of legal talent to overcome the most complex issues, we deliver pragmatic, expert advice that is set squarely in the real world.

Our vision to 2021 is to be a successful, independent firm, where talented people work together in an entrepreneurial environment, building long term client relationships. This vision is about who we want to be. It is as much about our values as about our character - the attributes we want to see from all of our people. It also reflects the importance of remaining independent - a clear sign that we are confident in our own future. 

Please note that we do not accept speculative applications from agencies.

Experience level of the applicant we want

Some work experience, Graduate