IT Service Desk Analyst
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IT Service Desk Analyst
📍 London, UK
🕒 Permanent
What we are looking for:
As an IT Service Desk Analyst, you will be the first point of contact for IT support across our global business. This role is ideal for someone with at least 1 year of experience in a Service Desk or IT support environment, who is passionate about delivering excellent customer service and resolving technical issues efficiently. You will work within a collaborative team, handling incidents and requests, and ensuring smooth delivery of IT services.
What you'll be doing:
- Respond to IT support requests via phone, email, and ticketing system, ensuring accurate logging and categorisation of incidents and requests.
- Troubleshoot and resolve first-line technical issues, including hardware, software, and user access problems.
- Escalate complex issues to second-line or specialist teams following defined escalation procedures.
- Follow IT Service Desk processes, including prioritisation, SLAs, and incident management best practices.
- Maintain accurate documentation, update tickets promptly, and contribute to the knowledge base for common issues and solutions.
Skills & qualifications:
- Minimum 1 year experience in an IT Service Desk or similar technical support role.
- Strong troubleshooting skills for common hardware, software, and network issues.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Familiarity with ITIL principles and incident management processes (desirable).
- Basic understanding of Active Directory, Microsoft 365, and remote support tools (desirable).
Please note: We conduct thorough pre-employment screening checks as part of our recruitment process.
What we can offer you:
We offer a competitive benefits and wellbeing package for all employees.
Who we are:
Watson Farley & Williams is an international law firm advising on complex disputes and transactions through local knowledge and an integrated international network. We have a strong sector focus, combining our technical excellence with deep industry knowledge across Energy, Transport and associated Infrastructure.
The firm has achieved rapid expansion and year-on-year growth owed almost entirely to a focused strategy, strong leadership and the quality of its people. The next stage in the firm’s growth plan is to achieve full-service strength within core sectors across the global platform.
We strive for excellence in all that we do and view investment in our people as key to achieving our business goals and values, which rest on developing deep and long-lasting relationships externally and internally through respect, sharing, communication and integrity.
Our global practice is integrated across our offices in Europe, the Middle East, Asia, Australia and North America delivering consistently high levels of service across borders and locally through a deep understanding of local business customs and culture.
We are committed to creating an inclusive workplace to attract and retain the most talented people from all backgrounds and cultures. We believe in celebrating difference and that people from any background can rise to the top, ensuring opportunities to develop and progress are available for all.