Service Desk Analyst

Role Overview

This position is an excellent opportunity to gain global exposure in IT support within a large, internationally connected professional services firm. As a Service Desk Analyst, you will serve as the first point of contact for technical issues and service requests, working closely with internal teams to deliver efficient, high-quality support.

• Act as the initial point of contact for technical issues via phone, email, or service portal.
• Resolve first-line support incidents where possible and escalate appropriately when necessary.
• Log, track, and manage support tickets in the IT Service Management system.
• Maintain up-to-date knowledge of technical procedures and troubleshooting methods.
• Ensure timely communication and updates to users throughout the support process.
• Collaborate with second- and third-line support teams as needed.
• Follow established procedures to ensure consistent service quality.
• Deliver high levels of customer service and build strong user relationships.
• Maintain awareness of and promote compliance with information security policies.
• Report directly to the US IT Service Desk Manager and coordinate with regional IT team members.

• Minimum of 3 years’ experience in a technical support or service desk role.
• Experience working in professional services or legal environments is required.
• Proficient in supporting Microsoft technologies (Office 365, Teams, One Drive).
• Familiarity with iManage Work, Windows 10, and Apple iOS.
• Knowledge of remote support tools (SCCM, Team Viewer) and Active Directory.
• Excellent communication and interpersonal skills.
• Strong customer service orientation with a team-first mindset.
• Ability to manage time effectively and work under pressure.
• Capable of working independently and using sound judgment to escalate issues.

For more information, please contact Alice Armstrong at Hayward Hawk on .