Global Service Desk Senior Analyst

Redefined; Belfast; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading IT service provider in Belfast is seeking a Senior IT Global Service Desk Analyst to deliver top-tier technical support and ensure exceptional customer service. The role is hybrid, with 40% office attendance and offers a competitive package, including diverse employee benefits such as health and wellbeing services. Key responsibilities include managing incidents and requests while leading the onboarding of new team members. Ideal candidates should have an IT-related degree or significant IT service desk experience.

Benefits

Occupational pension scheme

Group income protection cover

Mental health resources

Health and wellbeing services

Qualifications

• IT-related degree with relevant experience or significant IT Service Desk experience.
• Strong communication skills to explain technical concepts to non-technical colleagues.
• Solid knowledge of IT Service Desk operations.

Responsibilities

• Provide 2nd line technical support.
• Log, triage, troubleshoot, and resolve incidents.
• Manage customer requests via multiple channels.

Skills

Customer-first mindset

Strong communication skills

Proven technical support experience

Ability to adapt under pressure

Knowledge of Microsoft technologies

Proactive and inquisitive approach

Education

IT-related degree or ITIL Foundation

Tools

Active Directory

Exchange

O365

Azure

InTune

Job description

Job Description

We have an exciting opportunity for a Senior IT Global Service Desk Analyst to join our Information Technology team, based in the A&O Shearman Belfast office.

Information Technology Team - Belfast

The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

The Global Service Desk (GSD) is responsible for providing support to internal AO Shearman customers. The team is based in 3 key locations, which are Singapore, Belfast & New York operating on a 24/7/365 follow the sun support model.

What you will do

• Provide 2nd line technical support
• Responsible for logging, triaging, troubleshooting, and resolving incidents or escalating when needed
• Manage customer requests via phone, email, live chat, and self-service portal, ensuring timely and accurate updates
• Take ownership of incidents and work orders, aiming for first-touch resolution and maintaining service quality
• Administer user accounts and permissions across key systems (Active Directory, Entra, M365, Exchange, WebEx)
• Ensure SLAs and KPIs are consistently met, delivering exceptional customer service
• Perform Major Incident administrative duties when required
• Deputise for Team Leaders/Manager during absences and support operational continuity
• Lead onboarding and training for new team members, sharing knowledge and best practices
• Identify and implement service improvements and contribute to projects or initiatives
• Provide technical and process leadership, supporting colleagues and promoting a customer‑centric ethos

You will work a dynamic rotational shift pattern covering 7 days a week. Weekend shifts are 12 hours and fully rotational, and you'll receive a premium hours payment as part of your competitive package.
This a hybrid role, where you will be required to work in office 40% of the week, with the option to work from home for 60% of your week.

What you will have

• IT-related degree with relevant experience OR ITIL Foundation (ITIL Practitioner certificate preferred) OR significant proven IT Service Desk experience
• A customer‑first mindset with strong communication skills to enable you to explain technical concepts clearly to non‑technical colleagues and customers
• Proven experience in a technical support role within an ITIL‑driven environment
• Ability to work independently, prioritise tasks, and adapt under pressure while maintaining high standards
• Solid knowledge of IT Service Desk operations, Microsoft technologies (Active Directory, Exchange, O365, Azure, InTune), and ticketing systems
• Familiarity with Major Incident and Problem Management processes
• A proactive, inquisitive approach with willingness to learn, develop skills, and work flexibly (including occasional out‑of‑hours and travel)

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back‑up care support, parental and special leave, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

If this role is not of interest we may have another suitable opportunity here for you at A&O Shearman! Visit our careers portal at A&O Shearman Careers and submit your CV to our Talent Network to be notified when the perfect opportunity becomes available.