IT Service Desk Analyst

Overview

Join to apply for the IT Service Desk Analyst role at Pinsent Masons
. This is an on-site role based out of our central Birmingham office.

Role:
IT Service Desk Analyst — Birmingham, On site. You will be the first point of contact for all technical IT queries from the firm, globally handling requests via our phone system and web portal within the ITSM system. Our team is highly skilled in delivering outstanding customer service and communicates complex technical issues in clear, non-technical language to make IT support accessible for all users.

We support approx. 4000 people globally on various applications including but not limited to MS Office 365, MS Teams, One Drive, Cisco Any Connect, anywhere
365 & Azure/Intra

ID, Windows Defender, Mimecast, Citrix, Lexis Nexis Integrity, and Apple mobile technology. This is a professional team with a strong internal reputation for high-quality technical support and minimal non-technical jargon.

This role operates with a shift pattern including 07:00 to 15:00 and 14:30 to 22:30 with rotational on-call weekends, requiring a high level of flexibility from the successful candidate.

• Serve as the first point of contact for technical IT queries from the firm.
• Handle requests globally via phone system and web portal within the ITSM system.
• Provide professional, helpful, and efficient IT support; communicate complex issues in clear, non-technical language.
• Maintain high levels of customer service and ensure accurate, timely resolution of requests.

• Exceptional phone-based communication skills: clear, enthusiastic, articulate, and engaging.
• Experience delivering exceptional customer service with a customer-first focus.
• Flexibility to work all potential shifts and cover for colleagues as needed.
• Ability to manage multiple calls/tickets/lines of communication simultaneously.
• Ability to work accurately and quickly with attention to detail under pressure.
• Previous experience in a fast-paced IT Service Desk role is highly advantageous.

What happens next?

Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. Typically two interview stages are held per vacancy, with the first stage conducted virtually and the second stage in person at the office. We strive to remain flexible depending on the role or candidate requirements.

Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a signatory of the Race at Work Charter, and a partner of Neurodiversity in Law. We encourage diverse ideas and perspectives as a basis for delivering outstanding results.