Why Bates Wells?
We’re an award‑winning, purpose‑driven City law firm. We were the first UK law firm to become a B Corp and are the highest‑scoring global law firm in the B Corp community. Globally recognised as the market‑leading UK firm for charities and purpose‑driven organisations, our commercial teams are also using law as a force for good and driving change from the inside out.
Our values are key to our success, and you’ll be able to make a real impact from day one.
Come and join the firm with a standout and authentic commitment to a triple bottom line, where we never prioritise profit over people and planet.
The role
We are looking for a motivated and enthusiastic Service Desk Analyst to join our IT team. You will be the first point of contact for IT support across the firm, assisting colleagues with first‑line IT requests, account setup, hardware preparation and mobile device management.
This role offers excellent opportunities to learn, develop and progress, providing a strong foundation in IT support. You’ll need strong customer‑service skills, good problem‑solving ability and confidence working in a fast‑paced environment. A friendly, helpful approach is essential.
Working collaboratively as part of the IT team, you will:
- Provide technical support to colleagues across the firm, onsite and remotely
- Install, configure and maintain hardware and software (laptops, printers, mobile devices)
- Troubleshoot Windows OS, MS 365, mobile and in‑house legal applications
- Support legal document production tools and workflows
- Manage user accounts and access to applications
- Maintain IT asset records and documentation
- Support meeting‑room technology, including AV and conferencing tools (Teams/Zoom)
- Assist with network connectivity, VPN access and remote‑working setups
- Resolve issues within agreed SLAs and escalate when needed
- Work with external vendors and IT providers
- Manage mobile device setup, enrolment and support (MDM, Intune)
- Manage the joiners‑movers‑leavers process, including account creation and hardware allocation
- Assist with hardware imaging, setup and deployment
- Participate in on‑call or out‑of‑hours support where required
Desirable: Exposure to ITSM tools, basic ITIL knowledge, or certifications such as CompTIA A+, ITIL Foundation, or Azure Fundamentals.
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1–2 years of Service Desk experience, ideally in legal or professional services
- Strong interest in IT and technology
- Confident, friendly and client‑focused with strong customer‑service skills
- Good problem‑solving and troubleshooting ability
- Basic understanding of network infrastructure
- Proactive, organised and able to manage multiple tasks
- Strong communication skills
- Comfortable building relationships across the firm
About our IT Team
Our IT team totals 13 people and is made up of the Infrastructure & Applications, Service Desk and IT training and business engagement teams. We work cohesively and interact daily to support the business and their needs.
Impact‑Driven Purpose: We align profit with social purpose to create lasting positive impact for our people, communities and planet.
Committed to the Climate: Through our Climate & Nature Group, we reduce environmental impact and support a just transition to net zero.
Championing Inclusion: We foster a diverse and inclusive culture where creativity and innovation thrive.
Flexible and Hybrid Working: Our hybrid model supports balance, with at least two office days per week.
Progressive Benefits: We offer sustainable pensions, IVF support, private healthcare and a range of wellbeing and personal‑development benefits.
At Bates Wells, equity, diversity and inclusion are part of who we are and how we work. As a B Corp and purpose‑driven law firm, we’re committed to building a workplace that is fair, inclusive and representative of all.
At Bates Wells, we’re not the average law firm. We believe that actions speak louder than words. We strive to do the right thing as a business and to help our clients make a positive impact on their people and society.
Recruitment at Bates Wells – The use of AI
At Bates Wells, we are committed to transparency and fairness in our recruitment processes. We understand the importance of ensuring that our methods align with best practices and respect the privacy and rights of all candidates.
We would like to clarify that we do not use artificial intelligence (AI) to screen, sift, score, reject, or approve any recruitment decisions, at any stage of our recruitment process. Our recruitment decisions are made by hiring managers and the HR team, ensuring a personal and thoughtful approach to each candidate.
We do utilise AI technology in a limited capacity to enhance our recruitment process. Specifically, we use Metaview to record and transcribe interviews. This tool helps us maintain accurate records of interviews, to support objective scoring of answers based on evidence and ensures that we can review and reflect on the conversations held during the recruitment process. Importantly, Metaview is not used to evaluate candidates or make any decisions regarding their suitability for a role.
We are committed to maintaining the highest standards of privacy and fairness in our recruitment processes and will continue to review and update our practices to ensure compliance with all relevant regulations and guidelines.
