Online since 1999 | 11,365 IT Jobs Live NOW

Service Desk 2nd Line Analyst

Premium Job From Freshfields
Recruiter: Freshfields
Listed on: 5th October
Location: City Of Manchester
Salary Notes: Negotiable
Type: Permanent

Role summary/purpose of job

The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.

The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices.

Key responsibilities and deliverables

The Second Line Support Analyst reports to the Service Desk Team Leaders. This role provides technical support to the IT Service Desk within the agreed Operational Level Agreements (OLAs)/Service Level Agreements (SLAs). The role proactively identifies and investigates potential problem issues based on call trends, then fixes or escalates them to the appropriate technical service teams to be resolved.

Key responsibilities and deliverables for this role:

  • Accountable for managing the second line support queue which involves prioritising and resolving calls promptly
  • Responsible for the day to day provision of second line support
  • Actively manage customer expectations during the resolution of an incident ensuring they are communicated to frequently
  • Works to resolve issues at the cause before applying a temporary workaround
  • Accountable for creating and storing detailed knowledge articles following the resolution of incident available for the wider team to use.
  • Responsible for escalating calls to the third line teams in accordance to the agreed OLAs
  • Works closely with the Problem Management team to assist with problem resolution
  • Builds strong working relationships with colleagues, customers, line managers and other members of IT
  • Participates in deployment and implementation of IT Projects, to ease the business as usual delivery and improve customer experience

Key requirements


  • Ability to effectively apply technical and professional knowledge (assisting with evolving and continuously improving processes, contributing ideas, troubleshooting etc.)
  • Effective management of self / time / resources (accuracy, planning, meeting deadlines, consistency, reliability, etc.)
  • Proficient English language skills
  • Accredited ITIL certification (Foundation level) or equivalent


  • Law firm experience
  • Working knowledge of ITIL/Service Management best practice
  • Previous involvement with Service Management initiatives
  • Degree in Computer Science, related field or comparable knowledge/experience, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Office Specialist (MOS) or equivalent working experience
  • Accredited ITIL certification (Foundation level) or equivalent


  • Established track record of providing advanced technical support of desktop software, all desktop/laptop/mobile/peripheral hardware and connectivity issues
  • Proven ability to troubleshoot previously unseen issues and determine how to resolve
  • Proven ability to create clear and comprehensive testing and technical documentation
  • Broad technical experience that includes:
  • Working knowledge of network and common server-side technologies such as Microsoft Azure, Intune, Exchange 2016 & Online, Group Policy, Microsoft Teams, Palo Alto Global Protect and iManage 10
  • Computer Architecture - Windows 10, macOS and associated peripherals
  • Experience with Apple Mobile Device Management, JamF, Intune & macOS
  • Software distribution platform experience - SCCM, JamF, Intune
  • Matter-centric Document Management Systems - Interwoven, Sharepoint, Docs Open
  • Microsoft Office 2016 - Expert Level with experience troubleshooting application integration issues
  • Document Authoring & Comparison Tools - Litera Product Suite (ChangePro, Forte etc.)
  • Support experience of Litigation IT systems including document review/IE Integration troubleshooting and issues related to implementation of eDiscovery tools


Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

Contact Name:
Reference: TJ/6199/210000C8_1633427754
Job ID: 2986627

Browse all skill types