Service Desk Analyst – 3‑month contract in Liverpool

About the role

We are seeking a Service Desk Analyst for a three‑month contract in Liverpool, supporting a legal client’s IT Service Desk. You will be the first point of contact for users, delivering prompt and professional assistance across a range of technical issues.

Key responsibilities

• Provide 1st and 2nd line support via phone, email and remote tools.
• Log, manage and resolve incidents and service requests through ServiceNow.
• Troubleshoot hardware, software and Microsoft 365 problems.
• Support Windows desktop environments and core business applications.
• Assist with iManage issues where required.
• Escalate complex cases to senior technical teams.
• Maintain accurate documentation and knowledge articles.
• Collaborate with IT colleagues to ensure a high‑quality support service.

Required profile

• Previous experience as a Service Desk Engineer, preferably in the legal sector.
• Strong knowledge of Microsoft 365 administration and support.
• Familiarity with ServiceNow ticketing and iManage (preferred).
• Experience with Windows desktop support and Active Directory user administration.
• Ability to troubleshoot hardware, software and peripheral devices.
• Proficiency with remote support tools.

Required skills

• Microsoft 365
• ServiceNow
• iManage
• Windows desktop support
• Active Directory
• Hardware troubleshooting
• Software troubleshooting
• Remote support tools