Senior IT Service Desk Analyst

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It’s an exciting time to join Fieldfisher in Belfast!

Our Belfast office is experiencing significant growth as we expand our presence and strengthen our business across the region. This is a fantastic opportunity to be part of a dynamic team during a period of rapid development and innovation. We’re building something special here driven by ambition, collaboration, and a commitment to excellence. If you’re looking for a role where you can make an impact and grow with us, now is the perfect time to come on board.

The Senior IT Service Desk Analyst provides advanced technical support and guidance to Fieldfisher employees, acting as an escalation point for complex incidents and requests. This role combines hands‑on troubleshooting with mentoring analysts, ensuring adherence to IT Service Management (ITSM) best practices and delivering exceptional customer service.

• Advanced Technical Support: Handle complex incidents and service requests that require in‑depth technical knowledge.
• Escalation Point: Serve as the primary escalation for the IT Service Desk team, ensuring timely resolution of critical issues.
• Incident Management: Perform detailed diagnosis and resolution for high‑impact incidents, collaborating with other IT teams when necessary.
• Knowledge Management: Create and maintain advanced Knowledge Base articles to support first‑time resolution and team learning.
• Process Improvement: Identify gaps in workflows and recommend enhancements to improve efficiency and service quality.
• Mentoring: Support and guide junior analysts, sharing expertise and promoting best practices.
• Customer Communication: Maintain clear and proactive communication with customers regarding incident status and resolution timelines.
• Project Support: Participate in IT projects, ensuring readiness for new technologies and processes.

Will have a proven background in information technology and will possess the following skills and experience:

• Technical Expertise: Strong background in IT infrastructure, applications, and enterprise systems.
• Problem‑Solving: Ability to resolve complex technical issues and think critically under pressure.
• Communication: Excellent written and verbal communication skills for both technical and non‑technical audiences.
• Team
  
  Collaboration:
  
  Ability to work closely with colleagues and other IT teams to deliver seamless support.
• ITSM Knowledge: Proficiency in ITIL processes and experience with ITSM tools such as Service Now
  .
• Analytical
  
  Skills:
  
  Competence in analysing incident trends and contributing to root‑cause analysis.

• Training & Development: Assist in onboarding and training new team members.
• Customer
  
  Experience:
  
  Champion a customer‑first approach, ensuring high satisfaction levels.
• Continuous Improvement: Drive initiatives to enhance service desk performance and efficiency.
• Reporting: Provide insights and feedback to the Team Leader on recurring issues and improvement opportunities.
• Experience with ITSM Tools: Advanced knowledge of Service Now for incident, request, and knowledge management.
• Familiarity with Enterprise Systems: Exposure to:
• Active Directory (on‑prem and hybrid)
• Microsoft 365 Suite (Teams, Outlook, SharePoint)
• Azure AD for identity management
• ITIL Certification: ITIL Foundation or higher.
• Technical
  
  Certifications:
  
  Microsoft, Service Now, or other relevant certifications.
• Remote Support Tools: Experience with SCCM, Intune, or similar.

• We don't have a type. We believe our differences are our strength; varied cultures, approaches and experience can only benefit us.

• You can be yourself: It takes everyone to make us who we are. We’re a culture of diverse perspectives, with each of us making unique contributions that make us better together.
• In the office or WFH? We think the best balance is more time in the office than at home, so we operate a 60:40 rule.
• Beyond salary: We offer plenty of benefits; private medical insurance, health cash plan, dental insurance, life assurance, critical illness insurance, matched…