Service Desk Analyst

Job Title: Service Desk Analyst

Ready to take your career to the next level?

We’re one of the UK’s most forward-thinking law firms, built on a foundation of innovation, collaboration, and ambition. Join us, and let’s shape the future together.

* We are in a period of exclusive direct sourcing for this role and are not currently accepting applications from recruitment agencies.

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The role in 60 seconds

• Role: Service Desk Analyst
• Team: IT Service Desk
• Location: Bristol
• Working Pattern: Full time
• Why this role matters: You will play a key role in delivering consistent, high-quality IT support aligned with service expectations and business needs across the firm.

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What you’ll do

In this role, you’ll:

• Provide high‑quality technical support and guidance to more than 700 colleagues across Foot Anstey and Foot Anstey McKees.
• Log, manage, and resolve incidents and service requests within agreed SLAs, escalating to internal or external specialists where required - while remaining the primary point of contact throughout the process.
• Support the smooth day‑to‑day operation of the firm’s technology estate, including laptops, software, printers, and mobile devices.
• Work collaboratively with 3rd‑line infrastructure and application support teams to maintain, improve, and support all core infrastructure services, contributing to maintenance and service improvement activities.
• Operate within the ITIL framework across incident, problem, change, knowledge, and asset management processes.
• Take ownership of the incident lifecycle from initial logging through to full resolution and communication.
• Work on a rotating shift basis between the hours of 08:00 and 18:00 (36.25 hours per week).

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What we’re looking for

We’re seeking someone who thrives in a fast-paced, client-focused environment and brings:

• A high level of customer service skills, working collaboratively as part of a busy, close-knit team. Equally, you need to be happy to work with autonomy, taking responsibility for your own workload and seeing things through to conclusion.
• Proven technical knowledge and a track record of providing high quality 1st and 2nd line support via an IT Service Desk.
• A solid understanding of modern technical infrastructure and the technologies commonly used within businesses, including Azure, Microsoft 365, Intune, and core Cyber and Information Security principles and controls.
• Experience of working with and providing support for the full range of Microsoft 365 business productivity tools.
• Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.
• Self-motivated individual who gains satisfaction from providing excellent customer service.
• The ability to use initiative and thinking in everyday problem solving.
• The capability to work well to deadlines and keep calm under pressure.
• *Willingness to travel on occasion to our other locations if required.

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Join a seriously ambitious firm

At Foot Anstey, we’re committed to making a difference for our people, our clients, and society. Here’s what makes us stand out:

• An ambitious growth strategy that opens up opportunities for our people to make their mark.
• A client base that spans household names, thriving startups, and ambitious enterprises.
• A culture built on our values of being refreshingly human, entrepreneurial, inclusive and collaborative.
• A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities.
• Comprehensive professional development and training – whatever your role and level we have training that will support you to achieve your goals.

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Progressive benefits tailored to you

We believe our people are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing, including:

• Competitive salary and performance-linked bonus.
• Enhanced parental leave policies.
• Private healthcare and wellbeing initiatives (e.g., mental health support, gym memberships).
• An open, flexible working environment.
• Find out more about our benefits and work environment here

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Ready to apply?

• Hit the "Apply Now" button.
• Send us your CV and a quick note on why this role is perfect for you.
• Our team will review your application and be in touch, whatever the outcome.
• Invited for interview?
• With a straightforward process typically involving two interviews, our talent acquisition team will guide you through every step, ensuring you feel confident and prepared to show us what you can do.
• We’re here to support your individual needs. If you require any adaptations or adjustments, we’re more than happy to accommodate these.