Location
London

Hours
Minimum of four days per week in the office

Salary
£31,000 per annum

About the Role
We are looking for an End User Services Analyst to join our IT Operations team, playing a key role in delivering a high-quality, customer-focused IT service across the Law Society. As part of a forward-facing team, you will provide both in-person and remote support to staff and visitors, ensuring the smooth operation of IT services across the organisation. You will manage incidents and service requests in line with agreed service levels, escalating where appropriate and ensuring timely resolution. Your responsibilities will include supporting a range of hardware and software, maintaining meeting room technology, and ensuring end user equipment is readily available and fit for purpose. Working within an ITIL framework, you will contribute to continuous service improvement while ensuring compliance with IT security and policy standards. You will also manage user access across systems including Active Directory, VPN and business applications, keep accurate records within the ITSM toolset, and support the ongoing development of the Service Desk knowledgebase. Additionally, maintaining stock levels of equipment and licensing in collaboration with IT Procurement will form part of your duties. This is an excellent opportunity to work with contemporary thinkers in a progressive membership organisation. The Law Society is a strong brand with a reputation for excellence and legal expertise, committed to promoting equality, diversity and inclusion, and fostering a culture of trust, clarity, excellence and respect.

Experience
Proven experience in a Service Desk or End User Services environment. Strong troubleshooting skills across both hardware and software. Solid understanding of ITIL processes and service management principles.

About you
Proactive and customer-focused individual with the ability to prioritise workload effectively in a fast-paced environment. Comfortable managing user access including Active Directory and VPN. Strong communication skills to support a wide range of users with varying technical knowledge. Collaborative approach, attention to detail and a genuine commitment to delivering an excellent user experience.

Qualifications
Not explicitly stated, but a good understanding of ITIL framework and relevant technical skills are essential.