Service Desk Analyst (weekend shift)

  • Job Reference: 2372
  • Date Posted: 7 November 2017
  • Location: London
  • Salary: £33,000 to £34,000
  • Sector: Call Centre / Customer Service, I.T. & Communications, Legal
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Iain Herron
  • Email:

Job Description



Contract type:


Reporting to:

Service Desk Manager



Shift Pattern:

The shifts for this role will rotate periodically

Weekend shifts will be:

  • 7am-3pm
  • 3pm-11pm
  • 11pm-7am



Key internal relationships:

Infrastructure Team, Internal Staff and Fee Earners

Key external relationships:

3rd Party Vendors

Key responsibilities:

Acting as the first point of contact for all business IT incidents.

Answering all calls in a professional and helpful manner, providing world class customer service, with the objective of completely understanding the caller's problem or requirement.

Investigating and resolving incidents to the best ability and escalating to 2nd and 3rd lines.

Ensure all Service Desks calls are recorded effectively in the call logging system.

Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, BigHand, Workshare, Enterprise vault, laser forms, VPN/Anyconnect, SfB, VMware, and Microsoft office 2010 applications. Airwatch, Citrix, Laptops/SP4, Desktops, Printers, Apple Android devices.

Excellent understanding of ITIL best practice and ability to follow ITIL processes and procedures.

Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.

Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures.

Monitoring Service Desk call lists to ensure all calls are being dealt with effectively and according the service standards.

Contribute to Service Desk team meetings from an incident management perspective

Actively share information and knowledge with all members of the team.

Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.

Monitor and respond to all Service Desk voicemails and emails.

Actively share information and knowledge with all members of the team.

Ensuring that all processes & procedures as detailed in the Best Practice Guide.

Assist with project work including floor walking.

Aim to continually improve levels of IT skills and knowledge


Qualifications, skills and experience

Good educational background, with good ‘A’ levels or similar level, and preferably to degree/ similar level or professional qualification or accreditation. ITIL qualifications are an advantage.


Personal Leadership

Takes pride in their work and positively impacts those around them

Inspires confidence by consistently delivering quality work

Maintains composure under pressure by finding ways to manage their reactions to challenging situations

Behaves consistently with the firm’s values and brand and inspires this in others

Connects and Collaborates with People

Takes an active interest in others and gets to know the people they interact with

Treats people with respect and in a fair and consistent way

Adopts a positive communication style, even when challenged by others

Contributes to the Success of Others

Maintains an awareness of the firm’s purpose, objectives and structure

Recognises how their work contributes to and affects the work of others, and prioritises and communicates accordingly

Identifies opportunities to assist others and readily volunteers their help

Enhances the Client Experience

Finds ways to enhance the experience of the firm’s clients through their daily tasks.

Shows a willingness to go the extra mile to deliver great service.

Achieves Results

Goes above and beyond to contribute to the success of the firm

Pays attention to the quality and accuracy of their work

Suggests new ideas or ways of doing things in a confident, constructive and sensitive way


About the Firm

With nearly 5,000 staff, including 2,800 lawyers, our Client is one of the largest, fully-integrated law firms in the world and is the leading firm in Asia Pacific.

They advise many of the largest and most ambitious organisations across all major regions of the world.  Their reputation for providing outstanding legal expertise is thoroughly deserved: they are globally pre-eminent in all forms of dispute resolution and an international leader in corporate and finance.  They are one of the world's top-ranked energy and resources firms.  They offer their clients a top-tier capability across a single global platform with a distinctive focus on industry sectors and an un-paralleled depth of expertise.

Join them, and you will work with inspiring people, many of whom are leaders in their fields.  You will be faced with demanding and intellectually stimulating work that will require more than just technical ability.  You will need to have a sense of the bigger picture, the ability to cut to the heart of the matter and a gift for developing exceptional working relationships.  With more than 20 offices across the globe in fast-growing markets like China, Indonesia and Russia and established centres like the UK, Europe, the US and Australia, they can offer you the international opportunities that only a leading global practice can provide.

They recognise that the success of their business and their clients relies on the skills, knowledge and ideas of all their people.  The environment is one in which high performance is expected, in return, they will provide you with rewards and opportunities tailored to your personal and professional goals.

The London office
Located in the heart of the City of London, Exchange Square offices give easy access not only to clients but also to many of the social and cultural attractions of one of the world's most exciting cities.

Interested, or would like to discuss this role – contact Iain Herron on 07854 144923 or email your CV and covering letter to