Senior Service Desk Analyst
Herbert Smith Freehills
London - Canary Wharf
16d ago


  • Working closely with Infrastructure Teams and Vendors to resolve on-going issues (incidents & problems and project work) and to assist in the recovery of any major system failures incorporating skills with troubleshooting, configuration, database administration knowledge, and repair and maintenance experience for server, network, infrastructure, Data Centre, email, file shares, and other infrastructure issues.
  • Be involved in the investigation and resolution of P1 and P2 incidents.
  • Experienced working in a large and complex IT estate
  • Attending and actively participating in the Regional Technical Review meetings to ensure that process has been followed to ensure smooth and reliable implementation globally and to update the Senior Service Desk and Service Desk of forthcoming planned outages and works.
  • Escalating incidents and team issues to Service Management Team (SMT) where appropriate for them to raise it as a Problem with back-
  • up of necessary investigative information.

  • Managing and direct involvement with visits and meetings from / to Legal and Business Services support staff to provide one-
  • to-one assistance or deal with user complaints.

  • Researching technical solutions and delivering them to the users taking into account the business requirements.
  • Responsible for carrying out problem diagnostics as part of the problem management process to ensure the identification of root cause on core business systems.
  • Working closely with the London Service Desk members to bridge gaps in skills, knowledge and processes
  • Knowledge Owner The Senior Service Desk Team Leader is required to continually improve levels of IT skills by creating knowledge articles and maintaining these so they are relevant at all times.
  • This work is shared by other SSD Analysts but overall ownership lies with the Team Leader.

  • Provide mentoring and coaching to all members of the Senior Service Desk, as well as to the Service Desk and International IT staff to build their level of skill, awareness and knowledge.
  • To be a member of the 24 / 7 IT on call rota for business critical calls invoked when out of normal business hours or as and when required by the business in order to assist with technical support and procedural guidance globally.
  • Shifts are on a rotational basis with other members of the team.

  • Normal weekday shifts are over 8 hours (including lunch) between the hours of 8am to 6pm ie starting at 8am and finishing 4pm etc, this may change as and when the business require additional / special support
  • Administrative & Procedural

  • Strong written and oral communication skills with the ability to communicate effectively with senior stakeholders
  • Production and study of daily / weekly / monthly reports relating to Incidents and Problems associated with the support out of the Senior Service Desk involving extracting and developing KPIs, management reports and ad-hoc reports.
  • Maintaining the team rota and On Call details for both the Senior Service Desk and ensuring that the on-call member from other IT Service areas is known to the team.
  • Follow all processes & procedures and ensuring the team comply as detailed in ServiceNow Knowledge Database, and within the HSF Company Policies.
  • Acting as an escalation point for all unresolved issues or queries directed at the SSD during office hours or when on call.
  • Assisting the Service Desk when there are staffing gaps in their 24x7 cover.
  • Proactive monitoring of the Senior Service Desk call lists and your own call lists to ensure all incidents and problems are being dealt with effectively as well as updating customers in a timely manner.
  • Skills, experience and qualifications

  • Good educational background, with good A’ levels or equivalent;
  • Preferably to degree standard or professional qualification or accreditation or equivalent.
  • ITIL v3 Certified
  • Confirmed Technical Certification will be a definite advantage
  • Group / Team description

    Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills.

    The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.

    Information technology is responsible for everything information systems-related. That includes :

  • technical support : IT helpdesks, asset management (including laptops and mobile devices) and technical training
  • infrastructure : networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security
  • innovation and technology : driving the increasingly important adoption of technology in new ways
  • development : designing and acquiring business applications.
  • While the roles within the division may vary, all involve providing the very best services and systems. You may also have the opportunity to work on challenging projects across the firm.

    Diversity & Inclusion

    We aim to have a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator and where we celebrate the uniqueness of our people.

    Our firm is made up of people with a range of experience and backgrounds. We strive to ensure that our inclusive environment means our people feel valued and able to perform at their best by being their authentic selves at work.

    We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling engaged.

    Herbert Smith Freehills

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