Job Description

Job Category: Business Operations
:
IT Service Desk Analyst
Birmingham - On site
Role Overview
Here at Pinsent Masons we bring together the best people to get the job done. We're naturally curious, constantly learning, listening, and growing. We'll truly value your ideas. You'll be joining an award-winning, hardworking and commercially minded team, where you'll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You'll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results.
Our people are our success, and we work as one team.
We are recruiting an IT Service Desk Analyst to join our technical team in Birmingham. In this role, you will serve as the first point of contact for all technical IT queries from the firm, globally handling requests via our phone system and web portal within the ITSM system.
Our team is highly skilled in delivering outstanding customer service, ensuring that every interaction is professional, helpful, and efficient. We pride ourselves on our ability to communicate complex technical issues in clear, non-technical language, making IT support accessible and understandable for all users.
We support approx. 4000 people globally on various applications including but not limited to MS Office 365, MS Teams, OneDrive, Cisco AnyConnect, nywhere365 & Azure/IntraID, Windows Defender, Mimecast, Citrix, Lexus Nexis Interaction, and Apple mobile technology.
This is a professional team, who have an excellent internal reputation and are well respected throughout the firm due to the high level of technical support offered, with non-technical jargon!
This role is an on-site role based out of our central Birmingham office and operates on a "Follow-the-Sun" model with shift patterns including 07:00 to 15:00 and 14:30-22:30 and everything in between with rotational on call weekends (shift allowance for certain patterns), requiring a high level of flexibility from any potentially successful candidate.
Candidate Overview
We are looking for candidates who ideally hold the following skills and experience:

• Exceptional phone base communication skills - you will need to be clear, enthusiastic, articulate and engaging.

• Experience providing exceptional customer service - with a customer first focus.

• Must be flexible to work all potential shifts and pick up work from colleagues where needed.

• Be able to deal with multiple calls / tickets / lines of communication all at one time, including customers and teammates.

• Work accurately and quickly to a high level of detail and be patient while under pressure during busy periods.

• Previous experience in a fast-paced IT Service Desk role would be highly advantageous.

What happens next?
Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email.
We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.
Our strength lies in our differences.
We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It's with different perspectives that we'll find solutions to our clients' most complex challenges. It's how we'll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.
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Skills Required