IT Service Desk Analyst

Salary: £30,000 - 60,000 per year

Requirements

• Proven background in information technology
• Excellent written and oral communication skills
• Flexible approach to work with the ability to perform effectively under pressure
• Strong problem-solving abilities and a customer-focused mindset
• Ability to thrive in a fast-paced and dynamic environment
• Experience with ITSM tools, preferably ServiceNow
• Familiarity with Enterprise Systems such as Active Directory, Microsoft 365 Suite, and Azure AD
• Understanding of ITIL principles, particularly Incident, Problem, and Change Management
• Experience with remote troubleshooting tools (e.g., SCCM, Intune)
• Basic knowledge of cybersecurity best practices and compliance requirements

Responsibilities

• Provide support for incidents and requests, logging and responding to all customer contacts
• Perform initial diagnosis on issues/incidents and take appropriate steps to resolve faults
• Regularly review and update incidents, ensuring timely and efficient resolution
• Proactively inform customers about the status of their incidents/service requests
• Assist with root-cause analysis for problem management tickets
• Maintain effective records of work for current resolution procedures and internal processes
• Contribute to the maintenance of Knowledge Base articles in the ITSM tool
• Be prepared to work outside normal hours for project work or major service outages
• Participate in ongoing training and development to stay current with industry trends
• Strive to enhance customer satisfaction by delivering high-quality service and support
• Identify opportunities for process improvements and contribute to best practices within the service desk

Technologies

• Active Directory
• Azure
• Support
• ITIL
• ITSM
• Microsoft 365
• ServiceNow
• Office 365
• Cloud
• Security
• SharePoint
• Windows

More

We are excited to invite you to join our team at Fieldfisher in Belfast during a time of significant growth and innovation. As an IT Service Desk Analyst, you will be part of a dynamic environment where ambition, collaboration, and excellence thrive. We offer a range of benefits including private medical insurance, dental insurance, and matched pension contributions, among others. Our office is located in the iconic Titanic Quarter, providing excellent commuter links. We believe that our diverse perspectives make us stronger and we support a work-life balance with a 60:40 in-office to remote work ratio. Join us to enhance your career while making a meaningful impact within our team.

last updated 13 week of 2026