2.5/3rd Line Service Desk Analyst

Job role: 2.5/3rd Line Service Desk Analyst

Hours: Monday to Friday, 08:00 - 18:00 (35 hours per week) Working a combination of shifts between these hours to ensure full support.

Happy to talk flexible working

Hill Dickinson are proud to be named as a Top Ten Employer for Working Families 2025 for the second year running and so, we are happy to consider flexible working opportunities to help you balance your work and home life.

Team: IT - Service Delivery

Location: Piraeus - Greece

Role Overview

The Tier 2.5 Service Desk Analyst is a key member of IT Operations, reporting to the Service Delivery Manager and receiving day-to-day guidance from senior technical colleagues and team leadership.

IT Operations is a collaborative, diverse team spanning Service Management, Infrastructure, Applications, Technical Leadership, Cyber Security, and Service Desk across the UK, Europe, and Asia.

This role provides on-the-ground support for the Piraeus office and acts as the technical bridge between Tier 2 and Tier 3, resolving complex issues and ensuring smooth handover to infrastructure or application teams. Occasional travel to the UK, Limassol, or other international offices may be required.

Within a global support model, you will be the primary analyst for Piraeus and a business-wide escalation point for higher-level incidents, critical services, Tier 2 mentoring, service improvement, project activity, and infrastructure and cloud operational support.

Key Responsibilities

Advanced Incident & Problem Resolution

• Act as the escalation point for complex incidents and service requests beyond Tier 2 resolution.
• Troubleshoot advanced issues across infrastructure, applications, cloud, identity, and connectivity services.
• Own major and high-priority incidents through to resolution or hand-off to Tier 3 teams.
• Ensure escalations to Infrastructure, Security, or third-party providers are technically validated and fully documented.
• Identify recurring root causes and support long-term resolution through Problem Management.
  
  

Infrastructure & Platform Support

• As part of a wider team, contribute to the administration and maintenance of core platforms including Microsoft Azure, Microsoft 365, Active Directory, Entra ID, Windows Server, and virtualisation platforms.
• Support operational activity across networking, storage, cloud services, endpoint management, and business applications.
• Monitor the health, availability, and performance of services using enterprise monitoring tools.
• Support business continuity, disaster recovery, and resilience activities as required.
• Participate in planned maintenance and implementation activity, including daily server and infrastructure checks.
  
  

Service Improvement & Technical Ownership

• Improve operational processes, automation, monitoring, and service delivery.
• Maintain technical documentation, support procedures, knowledge articles, and operational standards.
• Support Change Management by assessing technical risk and enabling successful implementation.
• Support Infrastructure and Project teams with transition-to-support for new services and technologies.
• Test and validate upgrades, enhancements, and new solutions.
  
  

Customer Experience & Stakeholder Management

• Communicate clearly, professionally, and promptly with users and stakeholders.
• Explain technical issues and solutions clearly to non-technical audiences.
• Deliver service aligned to a UK-based professional services organisation.
• Build trusted relationships with business stakeholders as a technical support contact.
  
  

Collaboration & Team Development

• Mentor Tier 2 analysts and provide technical escalation support.
• Share knowledge and best practice across the Service Desk and wider IT Operations teams.
• Collaborate with Tier 3 Infrastructure, Security, Projects, and Architecture teams.
• Work with colleagues across regions using Microsoft Teams and other collaboration tools.
• Support training, knowledge transfer, and continuous improvement.
  
  

Governance & Compliance

• Follow ITIL best-practice processes.
• Maintain awareness of cyber security threats, vulnerabilities, and industry best practice.
• Ensure operational activity meets organisational security, compliance, and governance requirements.
• Maintain accurate ticket records, technical documentation, and audit trails.
• Work within recognised frameworks including ITIL v3, ISO 27001, and Cyber Essentials Plus.
  
  

What Are We Looking For

Communication & Stakeholder Management

• Excellent verbal and written English communication skills.
• Explain complex technical concepts clearly to non-technical audiences.
• Build confidence and trust with stakeholders at all levels.
• Manage tickets, documentation, and technical communication professionally.
• Strong customer service ethos, with experience supporting users in a professional services environment.
• Good understanding of UK business culture and working practices.
• Collaborative approach, promoting teamwork and partnership within departmental governance frameworks.
  
  

Technical Skills

• Significant experience in Tier 2, Senior Service Desk, End User Computing, or Infrastructure Support.
• Strong working knowledge of:
• Microsoft Azure
• Microsoft 365 Administration
• Entra ID (Azure AD)
• Active Directory
• Windows Server 2016 - 2025
• Group Policy
• DNS and DHCP
• Microsoft Endpoint Manager / Intune
• Networking fundamentals including routing, switching, VPNs and troubleshooting
• Virtualisation technologies such as VMware or Hyper-V
• Experience supporting identity, authentication, and access management solutions.
• Strong troubleshooting, analysis, and problem-solving skills.
• Experience using monitoring and alerting platforms.
• Knowledge of cyber security principles and operational security best practice.
  
  

Service Management & Ways of Working

• Experience in ITIL-based Service Management environments.
• Strong understanding of Incident, Problem, Change, and Knowledge Management.
• Manage multiple priorities and escalations effectively.
• Work independently while staying connected with the wider team.
• Strong organisational and time management skills.
• Resourceful, proactive, and solutions-focused.
• Committed to knowledge sharing and team development.
  
  

Desirable Skills & Experience

The following would be advantageous:

• ITIL Foundation Certification.
• Microsoft AZ-900 (Azure Fundamentals).
• Microsoft AZ-104 (Azure Administrator).
• Experience supporting:
• Exchange Online
• Microsoft Teams
• Intune
• Microsoft Defender
• Conditional Access
• Multi-Factor Authentication
• Single Sign-On (SSO)
• Experience with SolarWinds, Samanage, or similar monitoring and ITSM platforms.
• Exposure to Azure and Hyper-V administration.
• Experience with disaster recovery and business continuity technologies.
• Experience with Mimecast.
• Experience supporting legal, professional services, or highly regulated environments.
• Familiarity with Aruba, FortiGate and/or zScaler.
• Exposure to iManage Cloud, BigHand, Aderant, or other legal sector applications.
• Interest in cloud technologies, automation, cyber security, and infrastructure engineering.
  
  

If you don't meet all of the criteria above but feel that you could add real value to Hill Dickinson, we encourage you to apply and if successful, we can help you develop along the way.

Equality, Diversity and Inclusion

Hill Dickinson is committed to providing fairness and equal opportunity for all regardless of age, gender, gender identity, ethnic origin, disability, sexual orientation, marital or transgender status, nationality, religion or belief.

We understand that our power as a firm comes from empowering our people and that it is only by encouraging and enabling individuals to be themselves at work that we can truly benefit from their rich and varied strengths.

Hill Dickinson is an equal opportunities employer. All applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background and from all routes to qualification, with both the SRA and CILEx.

Disability Support

We are a Disability Confident employer, which means if there is anything that we can do to make your visit easier, so you are able to perform at your best, please let us know. You can contact the HR team at [email protected] should you require any adjustments to the application or interview process.

At Hill Dickinson, we welcome applications from individuals that are looking to return to the law as well as all routes to qualification, with both the SRA and CILEx.

All successful candidates will be subject to our standard pre-employment screening, including a basic criminal record check via Disclosure and Barring Service. Any offer of employment made is conditional upon completion of all checks.

Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.