IT Service Desk Analyst

As well as providing first class legal services, Ince also offers a wealth of professional services and advice to clients including accounting, financial services, consulting, and pension advice. This broad reach enables us to add real value and create long-term opportunities for our clients. The firm services a global client base from offices across Asia, Europe, and the Middle East, and you will assist the existing team in providing IT support to the group.

IT Service Desk Analyst

Here at Ince we have an excellent opportunity for an ambitious and talented IT Service Desk Analyst to join our friendly and dedicated IT team during an interesting period of growth. This role will provide the right candidate with an opportunity to not only work on BAU tasks but also to work on some exciting current and upcoming projects. Ince is a dynamic and fast growing Law Firm that invests in technology and believes in promoting within wherever possible and will offer a great deal of progression to the right candidate.

Based Hybrid WFH and St Fagans, Cardiff

Contract Type Permanent, Full time

Hours 9:00am to 5:30pm, Monday - Friday

“Here at Ince we have an excellent opportunity for an ambitious and talented IT Service Desk Analyst to join our friendly and dedicated IT team during an interesting period of growth. ”

Job Role:

  • Part of a team providing 1st and 2nd line IT remote and onsite support to 800 staff globally
  • Be the first point of contact for customers seeking technical assistance Via phone, email and face to face
  • Ensure all support requests are dealt with promptly and efficiently
  • Raising and managing tickets within the service desk toolset (Service Now)
  • Provide ad hoc on-site IT support at other sites as required
  • To undertake any work as required by a busy IT Support team

Essential Technical Experience

Confident troubleshooting of:

  • Printers
  • Mobile phones
  • Remote access issues * Windows 10, Office and Outlook 2013/2016
  • Video Conferencing systems and software
  • Active Directory, Exchange and Office 365 administration
  • Basic Networking Knowledge – Patching, TCP/IP, DHCP, DNS
  • Knowledge of the below systems is advantageous:
  • ServiceNow
  • Bighand
  • iManage
  • Skype for Business

Person Specification

  • This role will be required to work shifts covering the hours between 8:00 - 19:30
  • Excellent customer service and interpersonal skills with the ability to communicate effectively over the phone and via email
  • Strong organisational skills with the ability to manage own workload and prioritise tasks
  • Has a passion for technology and a thirst for learning
  • Works well within a team, providing help where needed and treats others with respect
  • Experience within a legal environment is advantageous but not essential


  • Salary is competitive
  • 25 days annual leave including the opportunity to buy and sell holiday
  • Matched pension contributions
  • Private Health Insurance
  • Life Assurance at 4x Salary
  • Income Protection Cover
  • Optical Care vouchers and many more benefits and discounts

We are an equal opportunities employer and ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

Appointment is subject to the appropriate background checks and satisfactory references.

A note to recruitment agencies: we like to recruit utilising internal recruitment team resources initially so this role is only open to direct applicants. If we do need any extra help we will reach out to you and utilise our PSL in the first instance.

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