Macfarlanes

About the Company

We are a distinctive London-based law firm with a unique combination of services built and shaped around the needs of our clients. Our unrivalled blend of expertise, agility and culture means we have the flexibility to meet their most challenging demands and adapt to the changing world around us. While many of our services can be found at other firms, the mix cannot. We work on an international basis with the top independent law firms around the world. This strong international network gives clients choice and enables us to provide them with the highest possible level of service. We recruit people to build careers for the long term. We know each other personally which means we work together with more cohesion, and less formality. Our culture is thoughtful, challenging and supportive, and we are a place where everyone, at whatever level, can thrive. Follow us on Twitter: @MacfarlanesLLP, @MacfarlanesGrad

Listed Jobs

Company Name

Macfarlanes

Job Title

Deskside Support Analyst (12-month FTC)

Job Description

**Job Title:** Deskside Support Analyst (12‑month FTC) **Role Summary:** Provide frontline desktops and end‑user support within an ITIL‑aligned service desk. Act as the primary escalation point for incidents, problems and changes, coordinating resolution with internal teams and a 24/7 third‑party service provider. Deliver hardware imaging, software installation, and AV support while maintaining Active Directory, remote access and configuration management. **Expactations:** - Deliver high‑quality, timely support for internal users. - Manage multiple incidents concurrently and communicate progress effectively. - Adapt workload to changing business priorities and support schedules. **Key Responsibilities:** - Escalate, document, and track incidents, problems, and change requests in ServiceNow. - Diagnose and troubleshoot Windows 11 PCs, software, printers and network connectivity. - Image new laptops, install authorised Office 365 apps, and support Surface and iPhone devices. - Coordinate with the reception team for audio‑visual, Zoom rooms and client meeting spaces. - Maintain Active Directory (user/group management, distribution lists). - Manage remote‑access via Citrix and Global Protect VPN. - Support email flow: Exchange mailbox size/permissions, Mimecast retention, and deletion recovery. - Liaise with technical escalation teams and end‑user teams to drive resolution. - Assist in the creation and upkeep of procedures for incident, event, request and access management. - Support onboarding (hardware set‑up, induction) and off‑boarding (equipment retrieval, access removal). - Monitor and report on routine service delivery metrics. **Required Skills:** - Windows 11 desktop troubleshooting; Office 365 application support (Word, Excel, PowerPoint, Outlook). - ServiceNow incident and change management experience (preferred). - Experience with iManage Cloud, Litera Compare, BigHand, Aderant, Intapp Time, and Interaction CRM. - Active Directory administration (group membership, policies, user details) and Exchange Management Console. - Remote access support (Citrix, Global Protect VPN). - Mobile device management with iPhone and Intune. - Basic printer and AV troubleshooting. - Strong communication skills and ability to work independently and in a team. **Required Education & Certifications:** - Minimum of high‑school diploma or equivalent. - ITIL Foundation certification preferred. - Relevant technical certifications (e.g., Microsoft Certified Solutions Associate, CompTIA A+ or Network+, or equivalent).

London, United kingdom

On site

04-11-2025