Service Desk Analyst

About The Role

With the exciting news of the relocation and expansion of our London office, we are looking for a Service Desk Analyst to join the IT team.

Harrison Clark Rickerbys is an award-winning Top 60 UK law firm with over 850 employees and 10 offices across the UK. The primary purpose of this role is to join the service desk team in providing first-line IT support.

Based in our new London office opening in July, reporting to the Service Desk Team Leader, you will provide IT support via remote tools and in-person visits, working collaboratively with the wider, geographically dispersed IT team.

You will be responsible for delivering an excellent user experience, supporting our high-quality legal services and enabling employees to deliver excellent client service.

This position is suitable for someone interested in IT, enjoys supporting people, and providing excellent customer service. Around a year's experience in IT support is preferred but not essential.

Main Duties:

• Triage and problem-solve first-line issues, escalating to senior support or 2nd/3rd line when necessary.
• Respond to, investigate, and diagnose incoming incidents and requests via the ITSM system or support phone line.
• Adhere to SLAs, keeping users updated throughout.
• Use the internal knowledge base to resolve queries and update articles as needed.
• Install and configure operating systems and software.
• Maintain devices and peripherals, performing upgrades and routine procedures.
• Maintain a safe IT environment.
• Assist in maintaining an accurate inventory of hardware and software.
• Liaise with third-party support for hardware and software issues.
• Assist in IT projects and other tasks as required.
• Identify and escalate areas for improvement within the IT space.
• Be visible and support users via phone, email, Teams, and in-person visits.
• Travel between HCR offices when necessary.
• Participate in shift work and out-of-hours support rota.

About You

As a Service Desk Analyst, you will have:

• A passion for supporting people with IT and delivering excellent customer service.
• A willingness to learn.
• Strong communication skills.
• Creative problem-solving skills.
• Knowledge of IT hardware, software, and networking fundamentals.
• Experience with an ITSM system (preferred).
• Experience in a professional IT support role (preferred).
• A full UK driving license (preferred).

About Us

Benefits include:

• Scottish Widows Pension Scheme
• 28 days annual leave plus public holidays
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Perks at Work portal
• Cycle to Work scheme
• Life Assurance
• One-third gym membership contribution
• Flu vaccinations

Why choose HCR?

We value challenge, personal merit, and a collaborative environment. Our people enjoy meaningful work, responsibility early on, and a supportive culture that encourages growth and development.

We offer clear career progression opportunities aligned with our growth, working with friendly and ambitious colleagues on diverse client matters.

As a Times Top 60 UK law firm, we provide comprehensive legal services with an entrepreneurial and client-focused approach. We are committed to diversity and inclusion and are an armed forces-friendly employer.

If interested, please apply with your CV. We support applicants through any necessary adjustments during the recruitment process.