IT Desktop Support Analyst

Location Reading
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £ up to 33k per annum

​A prestigious regional law firm are currently seeking a self-motivated and enthusiastic IT Desktop Support Analyst to join their IT Team on a permanent basis. This predominantly office based role will be an ideal position for someone with an IT Support background looking to work within a national Law firm's IT team (training provided) or an established Support Analyst currently working within a Law firm supporting the users and applications. This position will be a mixture of BAU support as well as projects that has excellent progression opportunities.

About the company

The company has built a nationally and internationally recognised specialism in the technology and innovation sector. This is built on the firm's roots as a leading regional law firm, based in Reading, in the heart of the UK's 'silicon corridor', surrounded by globally innovative universities, and within 30 minutes of central London.

The firm has additional focused expertise in the leisure and hospitality and development and house building sectors. These specialisms sit alongside their private client and claims offerings – where they are equally recognised as being at the top of theirfield.

About the role

Deliver 1st and 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, with business users to take ownership of problems through to resolution. Effective and accurate escalation of issues to the appropriate teams in a timely fashion to alleviate the risk of breaching SLAs.

Work with other IT Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided. Develop and maintain strong working relationships with key staff and managers in the business and personnel within IT. Identify where knowledge can be shared with others in the team to improve the service provided to their customers and help develop the knowledge and skills of others in the IT team. Ensure that assigned IT service incidents are managed effectively and repeated occurrences are flagged as potential Problems to identify root causes, thus reducing the number and severity of future incidents.


  • Arrange and assist external technical support as appropriate

  • Ensuring all contact with the Service Desk is logged in ITSM tool (Sunrise Sostenuto)

  • Aim to fix 80% of tickets escalated from First Line

  • Aim to deliver all Service Requests resolve all Incidents within agreed SLA period

  • Creating and maintaining relevant articles in the Knowledge Base

  • Liaise with third line to understand why tickets have been escalated to third line, identifying knowledge transfer needs and access rights required

  • Support core hours are 08.00 – 17.30, Monday to Friday when required and the occasional weekend work. However a flexible working policy does apply and changes to hours may vary, so a flexible approach to hours of working is required.

  • Provide support at internal events as requested

  • Assist with desk moves as and when required

Skills and Experience

  • Minimum of 3 years experience of working in 1st and 2nd line in a busy professional services environment, supporting 170+ customers preferably in the Legal sector

  • Significant experience working in a demanding and time critical environment

  • Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’

  • Process driven, with the ability to focus on the end result/be a completer, finisher

  • Excellent written and communication skill

  • ITIL qualification Foundation

  • Systems

  • Microsoft Windows including: Office 365, Teams, Microsoft Office etc.

  • Mobile devices – configuring and troubleshooting

  • Barracuda VPN

  • FortiClient VPN

  • Sophos (or other Mobile Device Management solutions)

  • Encryption software - Sophos

  • Apple products

  • Printing solutions (desktop and MFD)

  • Active Directory

  • VMware

  • Mimecast email management

  • PMS - Elite 3E

  • CMS - MatterSphere

  • DMS – iManage

  • Document Management tools

  • CRM - Interaction

  • pdfDocs

  • Intune – software deployment tool

  • Zoom

  • Docusign

  • Sunrise – IT’s ITSM ticketing software tool