The IT Service Desk Analyst is to act as a first point of contact for customers, processing incidents and requests, recording and maintaining information stored in the IT Service Management Tool. There is also a range of administration duties within this role.
Inclusiveness and Diversity
At Fieldfisher, led by the social model of disability, we are working towards removing accessibility barriers and maximising disability and neurodiversity inclusion in our recruitment processes.
Should you have any accessibility requirements, please contact a member of Fieldfisher’s Recruitment Team who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process.
For accessibility information on our Manchester offices, please visit our website.
Responsibilities:
* Initial point of contact support for incidents and service requests, logging and responding to all contacts from customers, including walk-ups, telephone calls, emails and self-service portal communicating
* Carry out initial diagnosis on all logged issues/incidents. Take appropriate steps to resolve the incident/request and ensure that all details are captured
* Regularly review and update incidents/requests, ensuring that all tickets are dealt with in a timely and efficient manner and the colleague is kept up to date
* Proactively keep the colleague informed of progress on their incident/service request
* Help maintain effective records of work for current resolution procedures and internal processes with the team
* Help maintain Knowledge Base articles in our ITSM
Knowledge, Skills & Experience:
* Will have a proven background in information technology and will possess the following skills and experience:
* Dynamic personality with the desire to own incidents through to resolution
* Excellent communication skills, both written and oral
* Flexible approach to work with the ability to work effectively under pressure
* Encourages Co-Operative Working
* Problem-solving and customer service skills
* Ability to work in a fast-paced and dynamic environment
What can we offer you?
Our people are at the core of what we do. Fieldfisher’s benefits package is designed to enable all colleagues to thrive in an inclusive and supportive environment. These benefits range from private health insurance, life assurance & income protection, flexi-gym discounts, season ticket loans, bike-to-work loans and much more.
Fieldfisher Manchester is based in one of the city’s most vibrant destinations. We are based in the ultra-modern No.1 Spinningfields, a thriving hub for work, rest and recreation surrounded by restaurants and cafés. We are based on the 17th floor, so if you’re inspired by fantastic skyline views and a bright, contemporary workspace then we will not disappoint. Offering excellent commuter links with easy access to railway, Metrolink and bus services, open plan workspaces that encourages a sense of camaraderie, hybrid working and hot-desking, bike storage, shower facilities and much more.
We have diverse teams made up of our Partners, Lawyers and Business Services Professionals, collaborating to provide outstanding service to our clients, working across our many different sectors and practice areas.
We understand the importance of collaboration outside of work with lots of different clubs and networks for our people to get involved in, including quiz nights, book club, choir, firm-funded yoga, fitness challenges, football teams, and inclusive events with our nominated charity partners. If you would like to know more, chat with our recruitment team or visit our social media channels to see for yourself!
Culture & personal development
We’re a firm with real entrepreneurial drive and we don’t believe in squashing people’s individuality. We want you to use your unique talents and experiences to help the firm grow. You can only do that by being yourself. And working closely and collaboratively with people throughout the firm. That’s why we foster a culture that encourages you to be yourself.
We’ll give you bespoke support to develop your own career. Whether that’s through allowing you to "access all areas" across the firm, funding you through training for professional development qualifications, or making sure you have a structured career plan, we’ll make sure your talents are being nurtured.
The Firm
Fieldfisher is Times Top 20 Law Firm, a highly commended firm in the European Financial Times Innovative Lawyers rankings and is repeatedly nominated for awards in areas including dispute resolution, M&A and IP. Many of our lawyers are recognised by legal directories as leading professionals in their areas of specialism and we are top two-ranked in a number of our key practice areas.

Our network spans over 1,800 people across 26 international offices in 12 countries.

We operate across our offices in Amsterdam, Barcelona, Beijing, Belfast (2), Berlin, Birmingham, Bologna, Brussels, Dublin, Düsseldorf, Frankfurt, Guangzhou, Hamburg, London, Luxembourg, Madrid, Manchester, Milan, Munich, Paris, Rome, Shanghai, Turin, Venice, Vienna and Silicon Valley.

Fieldfisher aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff. All applications will only be considered on merit and the applicant’s suitability to meet the requirements of the role.