IT Service Desk Analyst
Pinsent Masons
6d ago


Role Overview

We are looking for two IT Service Desk Analysts to join our Service Desk team based in Birmingham.

The IT Service Desk team operate a Follow-the-Sun model (Monday Friday) providing remote technical support to people in any global time zone.

The teams are based in Birmingham, UK and Melbourne, Australia. Each team supports their own time zones, which includes public holidays, on a shared rotational basis, also include weekends on-call’ cover.

The team work a balanced week, some days in the office and some days at home, this is continually reviewed by the firm, in line with government guidance and also the Manager of each team, ensuring high performance is maintained.

We are looking for someone to join our customer service focused, technical team in Birmingham to provide a single point of contact for all technical IT queries via phone system and web portal within the ITSM system.

We are a professional team, who have an excellent internal reputation and are well respected throughout the firm due to the high level of technical support we offer, with non-technical jargon!

The ideal candidate must be enthusiastic, motivated, service driven and flexible. They will be rewarded with an excellent starting salary, great corporate benefits, and a chance to grow and develop their skills in an innovative and fast paced technical department.

We will consider applicants who have a natural customer service focus and strong technical understanding. Language skills would be advantageous particularly those in Asia and Europe.

  • We support almost people, on various applications including MS Office , MS Teams, OneDrive, Cisco AnyConnect, iManage / Work10 (Document Management System);
  • Compare Docs, Carpe Diem; Aderant, Active Directory, Endpoint Protector, Cisco WSA, Windows Defender, Exchange Management Tools, BigHand Now & Hub, Cisco VoIP, Mimecast, Citrix, Lexus Nexis Interaction, Condeco, MFD (Follow Me Printing) and Apple and Android mobile technology.

    Mainly Windows, some Macs.

    Required Skills

    The most important skill you will need is communication. By this we mean that whatever the time, however busy we are, you will speak (and type) with a smile! Your helpful nature and calm approach will give confidence to each person, ensuring we maintain our great reputation.

  • Excellent customer service skills
  • Service desk or similar experience
  • Enthusiastic
  • Service driven
  • Clear and professional telephone manner
  • Strong steer to promote self-service platforms
  • Patient, with ability to remain calm under pressure
  • Excellent analytical and problem-solving skills
  • Self-motivated and work on own initiative
  • Excellent administration skill, with attention to detail
  • Organised and methodical
  • Effective team player
  • Flexible and committed to role
  • Direct, honest, and dedicated work ethic
  • Essential Technical Skills

  • Windows 10 / 11
  • Microsoft Office knowledge
  • Remote access (Citrix, VPN, Cisco AnyConnect)
  • Active Directory & Azure
  • Remote device support
  • Exchange Online
  • ITIL framework understanding
  • Mobile technology (Apple & Andriod)
  • An understanding of networking principles (LAN, WAN & wi-fi)
  • MS Teams
  • What can we offer you?

  • Agile working i.e. the opportunity to work from home, subject to diary commitments;
  • 25 days' annual leave entitlement and the opportunity to purchase or roll over 5 days;
  • The ability to claim up to 5 days towards parental or caring responsibilities;
  • Contributory pension of up to 5%;
  • Private healthcare;
  • Death in service cover (4 x base salary);
  • Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and / or an interest free rental deposit loan;
  • Cycle to work scheme;
  • We envisage this role being full time, however, we are open to considering flexible working arrangements.
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