Main information
Term type:
Permanent
Department:
IT
Location:
London
The firm
Watson Farley & Williams (WFW) is a sector-focused international law firm with extensive expertise and industry insight across its core sectors of energy, infrastructure and transport. Through its network of 19 offices, the firm advises clients on complex, high-value transactions and disputes – matters requiring precise legal execution and a nuanced understanding of global market dynamics.
The firm’s success is driven by its people. It fosters a collaborative, inclusive and supportive environment where everyone can grow, share ideas and make an impact. Guided by its values –We are experts, We are united and We care – the firm delivers exceptional service through strong relationships and teamwork. The firm is committed to clear career paths, championing diversity and investing in its people so they can thrive.
Role overview
As an IT Service Desk Analyst, you will be the first point of contact for IT support across our global business. This role is ideal for someone with at least 1 year of experience in a Service Desk or IT support environment, who is passionate about delivering excellent customer service and resolving technical issues efficiently. You will work within a collaborative team, handling incidents and requests, and ensuring smooth delivery of IT services.
Key activities/responsibilities
- Respond to IT support requests via phone, email, and ticketing system, ensuring accurate logging and categorisation of incidents and requests.
- Troubleshoot and resolve first-line technical issues, including hardware, software, and user access problems.
- Escalate complex issues to second-line or specialist teams following defined escalation procedures.
- Follow IT Service Desk processes, including prioritisation, SLAs, and incident management best practices.
- Maintain accurate documentation, update tickets promptly, and contribute to the knowledge base for common issues and solutions.
- Deliver excellent customer service, ensuring clear and professional communication with end-users.
- Participate in team meetings and training sessions, sharing knowledge and supporting continuous improvement.
- Ensure compliance with IT security policies and promote best practices in all interactions.
- Contribute to a positive team culture and uphold company values.
Skills and experience – desired
- Minimum 1 year experience in an IT Service Desk or similar technical support role.
- Strong troubleshooting skills for common hardware, software, and network issues.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Familiarity with ITIL principles and incident management processes (desirable).
- Basic understanding of Active Directory, Microsoft 365, and remote support tools (desirable).
Benefits
We offer a competitive benefits and wellbeing package for all employees.
Additional information
The Firm promotes a culture of agility and flexibility and is fully supportive of flexible working arrangements where these can be accommodated.
Equal opportunities
Diversity and inclusion are integral to the firm’s strategy and underpin its efforts to attract and retain top talent. All employment decisions are made objectively, based on merit and ability and the firm is committed to inclusive and barrier-free recruitment. As a Disability Confident employer, WFW welcomes adjustments for candidates with disabilities or long-term health conditions and participates in the Disability Confident interview scheme. If you would like to apply through this scheme or require adjustments during any stage of the process, please contact [email protected].
