IT Service Desk Analyst – 1st Line

DLA Piper

IT Service Desk Analyst providing front-line technical support to DLA Piper's colleagues. Handling incoming requests, maintaining records, and troubleshooting IT issues.

Posted 4/20/2026full-time🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

Handling incoming support requests: You’ll receive calls, chats and tickets from users experiencing technical issues.
Logging incidents: You’ll document details of each issue in an incident tracking system.
Initial troubleshooting: You’ll provide technical assistance to resolve common problems related to software, hardware, or network issues.
Escalating complex cases: If an issue can’t be resolved immediately, you’ll escalate it to higher-level support teams.
Maintaining records: You’ll keep accurate records of incidents, resolutions, and user interactions.
Build relationships: o Work with 2nd line teams to move resolutions closer to the customer o Assisting with creating and maintaining process documentation and reports as required o Assisting with other daily tasks assigned by the Team leader/Manager o Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice o Perform in line with agreed procedures, SLAs and customers' expectations o Ensure that all relevant company's standards and guidelines are met

Requirements

What you’ll need

High level of IT literacy especially within a Microsoft environment e.g. Windows 11, Office365 products
Familiarity with AD on-prem, Azure AD – user admin tasks
Support packages including Service Management Tools such as ServiceNow
Knowledge of Remote access tools such as Remote Assistance, RDP and BeyondTrust
Understanding about proactive support capabilities – DEX Nexthink
Experience in troubleshooting network connectivity incidents – especially Wireless networks

Benefits

Comp & perks

Exceptional customer service skills with good attention to detail
Team player, consider colleagues and have a flexible approach
Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
Seek opportunities for improvement in IT area, propose improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingnetwork connectivityuser administrationincident trackingtechnical assistanceprocess documentationproactive supportWindows 11Office365Wireless networks

Soft Skills

communicationrelationship buildingteam collaborationproblem-solvingattention to detailcustomer serviceorganizational skillsadaptabilitytime managementescalation management