Job Description

We have an exciting new role.....

Responsibilities for this role include but are not limited to:

Looking for your next step in IT support within a professional, fast-paced environment?
We’re looking for a service-driven IT Service Desk Analyst who genuinely enjoys helping people and solving problems. You’ll be the first point of contact for colleagues across the firm—delivering efficient, accurate support and making a real impact on day-to-day operations.
This is a brilliant opportunity to join a collaborative IT team where your ideas, initiative, and customer focus will be valued.

What you’ll be doing
You’ll provide responsive, high-quality IT support across a variety of channels—email, phone, MS Teams, and in person. No two days are the same, but your core responsibilities will include:
• Managing and resolving Service Desk tickets quickly and professionally
• Supporting users with faults, queries, and access requests
• Escalating issues where needed to minimise disruption
• Setting up and maintaining IT equipment (laptops, mobiles, multi-screen setups)
• Preparing meeting rooms for virtual meetings and presentations
• Supporting ongoing IT projects and improvements
• Sharing knowledge with colleagues and contributing to the knowledge base
You’ll also work within ITIL best practices, including incident management, request fulfilment, and maintaining clear communication with users throughout.

What we’re looking for
You’ll bring a mix of technical know-how and excellent people skills. Ideally, you’ll have:
• At least 2 years’ experience in a busy IT Service Desk environment (ideally within professional services or legal)
• A strong customer focus with experience supporting users directly
• Hands-on experience with ITIL frameworks (incident, problem, change management)
Technical skills:
• Microsoft Office (Outlook, Word, Excel, Teams)
• Microsoft 365, Active Directory, and Intune
• Familiarity with security and networking tools (e.g. Mimecast, VPN, 2FA)
• Experience supporting hardware including laptops, iPhones, and desktop setups

About you
You’re someone who:
• Communicates clearly and confidently at all levels
• Stays calm under pressure and enjoys problem-solving
• Is organised, proactive, and able to juggle priorities
• Takes pride in delivering a high level of service
• Works well independently and as part of a team

Hybrid working statement

You'll spend at least 60% of your working week in the office, though we know there is no one-size-fits-all and arrangements may vary from role to role. Our strong culture is founded on working together in the office, which we aim to maintain through our people being regularly co-located, working cohesively and in collaboration with one another.

A certified B Corp™

At Cripps, our purpose is to make a positive and lasting difference. It’s why we do what we do. In 2024, we became a certified B Corporation to make a legal and very public commitment that we mean what we say. As one of only a handful of UK B Corp law firms, we are held accountable to our social and environmental promises. We are transparent on what we are doing well and where we are falling short. We are excited about the opportunities this affords us to continually improve as a responsible, sustainable, and inclusive business. Come and join us to help solve real world problems, champion big ambitions, and make a personal impact on our people, our clients, our planet, and our communities.
Find out more here.Certified B Corporation™ | Cripps.