IT Service Desk Analyst

Location: Peterborough (4 office/1WFH) core team day in the office is Tuesday. With ad hoc travel to other offices as required., Technical Support & Troubleshooting

• Monitor and manage IT service desk tickets, prioritising based on urgency and impact.
• Provide first-line IT support in person and remotely (phone, email, TeamViewer).
• Troubleshoot hardware, software, and connectivity issues; escalate complex problems when needed.

Problem Analysis & Reporting

• Identify and report recurring issues to improve system reliability.
• Analyse patterns in support requests and proactively flag potential risks.

Knowledge Management

• Maintain and update the IT knowledgebase with troubleshooting guides and support articles.
• Enable quicker resolutions and empower colleagues with self-service resources.

Onboarding & Training

• Set up user accounts and configure devices for new joiners (Active Directory/Entra, Microsoft Exchange, Intune).
• Assist with induction training, covering system access and security best practices

Asset & Compliance Management

• Maintain accurate records in the IT asset library.
• Support IT equipment rollouts and upgrades across offices.
• Perform daily compliance checks, apply critical patches, and ensure device security.

Do you have experience in iOS?, * Operating Systems & Productivity Tools - Microsoft Windows, iOS & Android, Office 365 suite, Adobe Acrobat Pro

• Identity & Device Management: Active Directory / Entra, Microsoft Exchange, Autopilot, Intune
• Virtualisation & Remote Access: Citrix, TeamViewer
• IT Service Management; IT service desk platform (ticketing systems), IT asset management, Knowledgebase maintenance

Communication skills:

• Ability to communicate confidently with colleagues via email, telephone, and in-person.
• Provide clear and professional responses to IT support requests.
• Build and maintain strong relationships with colleagues to ensure user satisfaction.

What We're Looking For

• 1-2 years' experience in a similar IT Support role (ideally in-house)
• Strong knowledge of Office 365, Microsoft Windows, Adobe Acrobat Pro, iOS & Android, plus experience with Active Directory/Entra, Microsoft Exchange, Autopilot, Intune, Citrix
• ITIL V4 Foundation
• Experience providing IT support to end-users
• Willingness to enforce best practice and help users improve IT skills
• Ability to prioritise under pressure and remain calm
• Ownership of issues to investigate and escalate when needed
• Motivated to deliver a high standard of IT support
• Affinity for technology and eagerness to learn new tools

At Greenwoods, we're not your typical law firm and we like it that way. We blend clear legal thinking with a culture that's built on respect, excellence, freedom, and fun. Our clients are real people, doing remarkable things. And that's exactly how we see them. We're commercially savvy, genuinely committed, and unapologetically human in how we work - with clients and with each other., At Greenwoods, our IT team is the backbone of connectivity and collaboration. We keep every colleague equipped with secure, high-performing devices whether it's laptops, desktops, mobiles, or video conferencing systems so they can work seamlessly from anywhere. We don't just maintain systems; we innovate. From deploying Microsoft Teams and smart desk booking tools to managing our intranet and specialist legal applications, we're committed to creating a brilliant colleague experience. Our focus is on simplicity, security, and efficiency ensuring data protection while enabling smooth workflows. We are currently going through a major transformation project: modernising our IT infrastructure and legal software suite in line with a cloud-first strategy. It's an exciting time to join us and be part of shaping the future of technology at Greenwoods.