Job Description

We are seeking an individual to join our Service Desk team as a Support Analyst based in Birmingham. Within this role you will be required to consistently deliver exceptional customer experiences through every interaction with colleagues and stakeholders. This role serves as the first point of contact, delivering high quality 1st & 2nd line technical and application support, via phone, email, and ticketing system (ServiceNow), ensuring timely resolution of issues and maintaining continuity of service.

Within this role you will be primarily office based with hands on support required in our Birmingham office when working on the shifts between 7am to 6pm. Please note this will be in a rotational shift pattern (7:00 AM to 9:00 PM) and the on call Out-of-Hours Support (OHS).

About you:

We're looking for a dynamic and client-focused individual with demonstrable years of hands-on experience in end-user support, who has worked within an ITIL environment and familiar with processes including incident management, ideally within the legal sector or other professional services environments.


You'll be confident working across a range of technologies, particularly the Microsoft Technology stack, and adept at troubleshooting hardware--from laptops and desktops to mobile devices--as well as supporting AV systems and video conferencing in business-critical settings.


To this role you will bring exceptional problem-solving skills, clear and engaging communication, and the ability to support users at all levels. Strong organisational abilities and a calm, prioritised approach under pressure are essential, along with a composed, trustworthy, and user-centric approach to service delivery.

Desirable Skills/Experience

IT/Information Systems qualified Experience of working in a law firm and supporting common legal software platforms (e.g., iManage, BigHand, Time Recording, or similar). ITIL Foundation certification

What We Can Offer You:

Gowling WLG has been recognised as one of best places to work in the UK and has been ranked by Great Place to Work for 25 consecutive years.


Excellent benefits, including:


A hybrid approach to office and remote working. 25 days annual leave, with the option to buy up to a week's extra annual leave Free private medical insurance, and the option to add family members A generous pension allowance Life assurance covering four times your annual salary The chance of a three-month sabbatical every five years Maternity, paternity and adoption leave schemes A range of health and wellbeing programmes State of the art offices in London, overlooking Tower Bridge, with an onsite restaurant Opportunities to flourish in your role through training and personal development

Equal Opportunities:

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion or belief, age, disability, sexual orientation, sex, gender re-assignment and gender identity, marriage and civil partnership, and pregnancy, maternity and paternity. This also includes any incidents of perceptive or associative discrimination and harassment.


At Gowling WLG we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work. Our aim is to fulfil everyone's potential and together to achieve personal and business goals.

If you have any queries in relation to this position or would like to see a full job description please contact Meg Astley at

meg.astley@gowlingwlg.com