IT Service Desk Analyst -1st Line

  • fieldfisher
  • Manchester, UK
  • Mar 21, 2022
Information Technology 1st Line Support/Helpdesk

Job Description

The Vacancy

The Service Desk team consists of a Service Desk Manager, 4 Service Desk Team Leaders, and 18 Service Desk Analysts providing IT support across all locations. We are seeking a 1st Line IT Service Desk Analyst to act as a first point of contact for customers, processing incidents and requests, recording and maintaining information stored in the IT Service Management Tool. There is also a range of administration duties within this role. The role requires working an 8.5 hours day (inclusive of a 1-hour lunch) on a shift pattern between the hours of 08:00 – 19:00 and reports to the IT Service Desk Team Leader.

What can you expect?

  • The provision of first-line support for incidents and service requests, logging and responding to all contacts from customers, including walk-ups, telephone calls, emails and self-service portal communicating with customers in a professional, supportive and positive manner both verbally and in writing
  • To carry out initial diagnosis on all logged issues/incidents received at the Service Desk and take appropriate steps to resolve the fault and ensuring that all details are captured from the customer regarding the incident
  • Proactively keep the Customer informed of any progress on their incident/service request
  • Comply with the Incident Management Process, Service Request and Major Incident Process and all other documented ITIL processes and where appropriate to identify and escalate incidents to the Service Desk Team Leader and/or the Service Desk Manager when the situation requires such actions to take place
  • Chasing the internal teams on the backlog of the older tickets and providing the customer with the latest update
  • To assist with root-cause analysis relating to problem management tickets working with other areas of IT Service Delivery
  • An aptitude for working with applications to undertake analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues
  • To maintain a composed and polite relationship with customers, who may be challenging when reporting incidents or making service requests; recognising the priority of the individual’s issue in the wider context of IT service delivery
  • To help maintain effective records of work for current resolution procedures and internal processes with the team
  • Creation of new joiners using third-party Active Directory software and recording as Standard Changes.
  • Ensure all calls are dealt with professionally and courteously
  • To observe the internal information security policies and frameworks such as Acceptable Use, Social Media and ISO27001
  • To work outside of normal working hours as necessary to participate in project work and/or assist with major service outages

A bit about you

  • Experience of first-line IT service desk and customer service functions
  • Active Directory knowledge - creating user accounts, reset passwords, processing new joiners and leavers, maintaining email and security groups
  • ServiceNow experience desirable
  • Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10, MS Office and MS Teams
  • Microsoft Endpoint Manager tools experience desirable. (SCCM, Remote Control Viewer and Software Centre)
  • Ability to work in a team environment, collaborate with peers on bugs and maintain the Knowledge Base.
  • Excellent customer service skills and good telephone manner
  • Ability to work under pressure
  • To be able to manage workloads effectively
  • Has experience working in an ITIL environment, in particular Incident & Problem
  • Has experience working with KPI's and in an SLA environment
  • To be confident, proactive and professional at all times


  • ITIL Foundation qualification desirable
  • MCP certification desirable

What can we offer you?

Our people are at the core of what we do. Fieldfisher's benefits package is designed to enable all colleagues to thrive in an inclusive and supportive environment. These benefits range from private health insurance, life assurance & income protection, flexi-gym discounts, season ticket loans, bike-to-work loans and much more.

Fieldfisher Manchester is based in one of the city's most vibrant destinations. We are based in the ultra-modern No.1 Spinningfields, a thriving hub for work, rest and recreation. We are based on the 17th floor, so if you're inspired by fantastic skyline views and a bright, contemporary workspace then we will not disappoint. And yes, we are all aboard the hybrid working bandwagon - our working pattern of hot-desking and flexibility, supported by a friendly concierge team, is our new normal. If you are still not convinced then the complimentary muffins, fresh fruit, and drinks & nibbles to kick off the weekend might help. For the active crowd, there is secure bike storage, and shower facilities.

We have also nailed the collaborative and fun side of things. Our team of 17 partners and 120 other fee earners and business support colleagues know how to enjoy themselves. Summer and Christmas parties, along with our Ministry of Fun (quiz nights, cake sales, sports teams, group activities etc), help team members to get to know each other and work together better. Check out our social media accounts to see for yourself!

Culture & personal development

We’re a firm with real entrepreneurial drive and we don’t believe in squashing people’s individuality. We want you to use your unique talents and experiences to help the firm grow. You can only do that by being yourself. And working closely and collaboratively with people throughout the firm. That’s why we foster a culture that encourages you to be yourself.

We’ll give you bespoke support to develop your own career. Whether that’s through allowing you to “access all areas” across the firm, funding you through training for professional development qualifications, or making sure you have a structured career plan, we’ll make sure your talents are being nurtured.

Inclusiveness and Diversity

At Fieldfisher we are committed to creating an inclusive workplace where everyone feels valued, motivated and able to be themselves. Our Inclusiveness and Diversity ("I&D") Strategy is firmly rooted in Fieldfisher's overall business strategy; we very much view I&D as being core to the business and we aim to integrate it into all our systems and processes.

Please note Fieldfisher aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff.  All applications will only be considered on merit and the applicant's suitability to meet the requirements of the role.