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IT Service Desk Analyst

Pinsent Masons
Birmingham, West Midlands
Closing date
2 Dec 2022

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Job Details

Job Description


Role Overview

We are looking for two IT Service Desk Analysts to join our Service Desk team based in Birmingham.

The IT Service Desk team operate a “Follow-the-Sun” model (Monday – Friday) providing remote technical support to people in any global time zone. The teams are based in Birmingham, UK and Melbourne, Australia. Each team supports their own time zones, which includes public holidays, on a shared rotational basis, also include weekends ‘on-call’ cover.

The team work a  balanced week, some days in the office and some days at home, this is continually reviewed by the firm, in line with government guidance and also the Manager of each team, ensuring high performance is maintained.

We are looking for someone to join our customer service focused, technical team in Birmingham to provide a single point of contact for all technical IT queries via phone system and web portal within the ITSM system. We are a professional team, who have an excellent internal reputation and are well respected throughout the firm due to the high level of technical support we offer, with non-technical jargon!

The ideal candidate must be enthusiastic, motivated, service driven and flexible. They will be rewarded with an excellent starting salary, great corporate benefits, and a chance to grow and develop their skills in an innovative and fast paced technical department. We will consider applicants who have a natural customer service focus and strong technical understanding. Language skills would be advantageous particularly those in Asia and Europe.

We support almost 4000 people, on various applications including MS Office 365, MS Teams, OneDrive, Cisco AnyConnect, iManage/Work10 (Document Management System); Compare Docs, Carpe Diem; Aderant, Active Directory, Endpoint Protector, Cisco WSA, Windows Defender, Exchange Management Tools, BigHand Now & Hub, Cisco VoIP, Mimecast, Citrix, Lexus Nexis Interaction, Condeco, MFD (Follow Me Printing) and Apple and Android mobile technology. Mainly Windows, some Macs.

Required Skills

The most important skill you will need is communication. By this we mean that whatever the time, however busy we are, you will speak (and type) with a smile! Your helpful nature and calm approach will give confidence to each person, ensuring we maintain our great reputation.

  • Excellent customer service skills
  • Service desk or similar experience
  • Enthusiastic
  • Service driven
  • Clear and professional telephone manner
  • Strong steer to promote self-service platforms
  • Patient, with ability to remain calm under pressure
  • Excellent analytical and problem-solving skills
  • Self-motivated and work on own initiative
  • Excellent administration skill, with attention to detail
  • Organised and methodical
  • Effective team player
  • Flexible and committed to role
  • Direct, honest, and dedicated work ethic

Essential Technical Skills

  • Windows 10/11
  • Microsoft Office 365 knowledge
  • Remote access (Citrix, VPN, Cisco AnyConnect)
  • Active Directory & Azure
  • Remote device support
  • Exchange Online
  • ITIL framework understanding
  • Mobile technology (Apple & Andriod)
  • An understanding of networking principles (LAN, WAN & wi-fi)
  • MS Teams

What can we offer you?

  • Agile working i.e. the opportunity to work from home, subject to diary commitments;
  • 25 days' annual leave entitlement and the opportunity to purchase or roll over 5 days;
  • The ability to claim up to 5 days towards parental or caring responsibilities;
  • Contributory pension of up to 5%;
  • Private healthcare;
  • Death in service cover (4 x base salary);
  • Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan;
  • Cycle to work scheme;
  • We envisage this role being full time, however, we are open to considering flexible working arrangements.

For any queries or for a copy of the full job description, please contact our in-house recruiter, Sim Dhonsi. Please note we only accept CVs that are logged on the Recruitment portal.

At Pinsent Masons we value diversity and inclusion. We are committed to creating a better workplace where all our talent can succeed and feel like they belong. We want to attract, retain and develop people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability/ long term condition, sexual orientation, gender identity or expression or any other characteristics protected by local law in the jurisdictions in which we operate


Pinsent Masons is a global 100 law firm, with over 3,400 employees operating from 27 locations throughout Europe, Asia Pacific, Africa and the Middle East.  We have a long-standing reputation for delivering high-quality legal advice rooted in a deep understanding of the sectors and geographies in which our clients operate. Our global reach ensures that we are well-placed to advise on complex multi-jurisdictional matters across a full range of legal disciplines. The firm has significant multinational credentials in the financial services, energy, infrastructure, real estate, and advanced manufacturing and technology sectors.

We champion change and promote progress to make business work better for people. Pinsent Masons has embedded a range of diversity and inclusion initiatives to create an environment in which its people can flourish.

We stand out for our innovative approach to service delivery and believe that innovation flourishes in a diverse workforce. We are proud that in the same financial year Pinsent Masons was recognised as law firm of the year at the Legal Business Awards, we were also named the top employer for LGBT people by Stonewall, one of the top fifty employers for women and ranked 21st out of 700 companies by the Financial Times in their Diversity Leaders list. 

Find Us
30 Crown Place
Earl Street
United Kingdom
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