IT Service Desk Analyst

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.

Reporting to IT Service Desk Manager

Based Queen Square, Bristol

Flexibility Occasional UK travel required

Contract Type Permanent, Full Time

“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. ”

Role Responsibilities

  • 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 other shifts (currently 8:00 - 4:30, 9:00 - 5:30 or 10:00 – 18:30).
  • 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 basic disclosure/DBS checks, and satisfactory references.

This vacancy is open to direct applicants only, no agencies please.

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