IT Service Desk Analyst

Greenwoods GRM LLP; Peterborough; Hybrid; GBP 25,000 - GBP 30,000; Full time

Job summary

A professional services company in Peterborough is seeking an IT Support role focused on monitoring the IT Service Management platform. This position requires an understanding of Microsoft Office, Windows 11, and customer-centric service. Responsibilities include providing in-person and remote IT support, maintaining an asset library and assisting new joiners. There is some flexibility to work from home following successful probation, but primarily it is an office-based role. The company values collaboration and provides modern tools for team members.

Qualifications

• No prior industry experience required but beneficial to have 6–12 months in IT support.
• Passion for technology with eagerness to learn.
• Ability to communicate confidently in various formats.

Responsibilities

• Monitor the IT Service Management platform and triage all incoming tickets.
• Provide IT support in-person or remotely via Teams.
• Highlight any recurring issues to the IT Operations Manager.

Skills

Understanding of Microsoft Office

Knowledge of Windows 11

Experience with Adobe Acrobat Pro

Familiarity with iOS & Android

Knowledge of Active Directory/Entra ID

Experience with Microsoft Exchange

Familiarity with Autopilot

Experience with Intune

Knowledge of Citrix

Customer-centric approach

Job description

Location: Peterborough (3 office/2 WFH) core team day in the office is Tuesday. With ad hoc travel to other offices as required .

About you

This is an early‑careers position, prior industry experience isn’t required. However, 6–12 months in a similar IT support role ideally within an in‑house IT team would be beneficial.

You will have an understanding of Microsoft Office, Windows 11, Adobe Acrobat Pro, iOS & Android operating systems, as well as knowledge of Active Directory/Entra ID, Microsoft Exchange, Autopilot, Intune and Citrix.

You will also have:

• A passion for technology - with an eagerness to learn
• Experience providing assistance to colleagues, whether IT or otherwise
• A customer-centric approach, adapting your communication to your audience
• A willingness to enforce best practice and, as necessary, support and encourage end-users to improve their IT skills
• The ability to communicate confidently with colleagues, be it via email, telephone or in-person
• The ability to work effectively, and work well under pressure - prioritising incoming tickets and requests based on urgency, impact and severity
• Confidence to take ownership of issues - investigating root causes, workarounds and solutions before escalating to other members of the wider IT team as required
• The motivation and desire to provide a high standard of IT support

Main Responsibilities:

• Monitoring the IT Service Management platform, triaging all incoming tickets and keeping accurate records of incidents, actions and resolutions
• Providing IT support in-person or remotely via Teams and TeamViewer - escalating issues to colleagues as necessary to ensure all queries are dealt with in a timely and professional manner
• Highlighting any recurring/ongoing issues to the IT Operations Manager so these can be investigated/resolved quickly and efficiently to prevent escalation
• Adding to, and maintaining, the organisation’s IT knowledgebase
• Setting up user accounts and end-user devices for new joiners
• Assisting with the induction training process - ensuring new joiners have the information they need to start accessing the organisation’s systems
• Maintaining the organisation’s IT asset library
• Assisting the IT Operations Manager and/or IT Director in the rollout of new IT equipment.
• Carrying out daily checks of end-user devices, ensuring all devices are compliant and there are no critical patches overdue

Greenwoods’ IT team is responsible for the security, performance and functionality of all devices used by Greenwoods colleagues. This includes laptops, desktop PCs, mobile phones and video conferencing systems. We ensure that colleagues have a portfolio of devices that are selected, designed, deployed, managed and operated within agreed levels of performance and availability. To do this, we maintain the infrastructure and services required to support devices and applications, ensuring our colleagues can connect from anywhere at any time.

We supply software and systems to improve team collaboration and efficient working such as Microsoft Teams, a desk booking service, and the organisation’s intranet. There are also team-specific applications to support the delivery of our excellent client legal services. We have a strong focus on providing a brilliant colleague experience, whilst simplifying the estate and ensuring the security of Greenwoods’ data and services.

We are currently undertaking a major project to modernise our legal software suite (case, practice, and document management) in line with the organisation’s cloud-first strategy.

This role will be based at our Peterborough office, with the requirement to visit our London and Cambridge offices on a regular basis.

Once probation has been passed, there will be some flexibility to work from home, but this is primarily an office-based role in our Peterborough office