IT Field Services Analyst (2nd line)

Location Cardiff
Discipline: Business Support
Salary: £Competitive
Contact name: Rebecca Donnelly

Contact email:
Job ref: 002222
Published: about 2 months ago

We require an IT Technical Field Analyst to join our Cardiff office, with primary skills within the End-User Computer environment, to support a Firm of approximately 600 employees across 5 locations to cover all their IT needs.

This role will be to support the users on a Windows environment and provide support to the IT project teams in a variety of ways. You will share problem resolution and ideas for colleagues in your office with the support of a team of 4 Field Service agents in each of our other offices and contribute to a central knowledge base and best practice processes.

Ideally suited for an individual with Field Services or IT Service Desk experience, we will train and develop in the specific technologies required. An eye for best practice, organisation and a passion for IT and client customer service is more important than specific technical specialism although you will need to demonstrate your experience in providing IT technical support.

Typical Workload

*       Regular Duties

o    Responsibility IT Service Desk tickets (Incidents, Problems, Service requests)

o    Support for key business applications including email, telephone, web browsers, Microsoft OS and Hosted Desktop

o    Technical/hardware support for laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers, Video Conferencing facilities

o    Problem resolution, root cause analysis, and continuous improvements for long term solution

o    IT Asset Management for starters and leavers

o    User engagement to encourage best practice and effective use of all services and applications

*       Occasional Duties

o    Evaluating and recommending products suitable for the business

o    Participating in projects as an SME, trial user or technical support

o    Liaising with suppliers for onsite support and strategic projects

o    Working with Field Services team to deliver larger projects

Skills / Experience Required

*       Experience of working in a professional services environment

*       Great customer interfacing skills, professional and personable with a 'can do' attitude and client service mentality. This is very important as this is a 'stand-alone' role

*       Relevant technical experience in a distributed end-user environment, MS Windows, MS Office

*       Technical/hardware support for desktop PCs, laptops, tablets, smartphones, telephony, local servers, networks, cabling, printers and large office equipment including scanners, photocopiers

*       Proven structured and analytical problem solving ability

*       Excellent communication skills – both written and verbal with a willingness to share information and learn from others are also essential.

*       Full driving licence

*       Committed to rigour around treating all clients fairly

*       Focused on attributing dedication, determination and loyalty to colleagues, clients and communities

*       Able to demonstrate continuous development and diversity in thinking

*       Understands and complies with Information Security responsibilities commensurate with this role including Data Protection and the duty of confidentiality

Blake Morgan is one of the UK's leading full service law firms, with offices in London, Wales, Thames Valley and the South Coast region. We provide our clients with practical and straightforward legal advice whatever their regional, national and international requirements. Our clients are commercial businesses, not-for-profit organisations, government agencies and private individuals.

Our business groups are:


Employment, Pensions, Benefits & Immigration

Commercial Recoveries

Private Client

Property Group

Commercial Litigation South / Wales


Commercial Litigation London / TV

Banking and Finance

Commercial and Charities


How to Apply

Please apply on our website through our Online Portal.

Closing Date:  Within two months from date of posting but please note we are continually reviewing applications so we would recommend applying sooner rather than later.

Interviews:  The interview process will start as soon as suitable candidates have been identified.  We will notify you in advance if you are required to carry out a drafting exercise/skills test as part of the interview process.

If you have any questions, please email Rebecca Donnelly at or telephone on 023 8085 7217.

Your personal data will be processed in line with our  applicant privacy policy which explains how we treat your data.

Please note that we are currently only accepting CVs from direct applicants and instructed agencies.


Our Culture and Environment

We pride ourselves on our Personality, which is weaved into everything we do for our staff, clients and communities alike. We have created an environment underpinned by our ACTS framework that places high value on being:

Astute (commercially)


Team playing


It's part of the way we like to do things. If you wish to work amongst colleagues with these behaviours, then you will find yourself amongst likeminded individuals at Blake Morgan.

We work as one team and believe in supporting our colleagues to strengthen the firm. We act honestly and openly in all that we do. We care for our communities and encourage all our people to actively participate in our sports, social and charitable activities. We foster a mature and smart flexible working environment which is family friendly. We also offer opportunities to develop your skills and knowledge and to progress within the firm via our Blake Morgan Academy. We seek to be transparent in all of our dealings with applicants and ensure that you have all the information you need to understand our recruitment process to decide whether or not the role and our firm are right for you.  If you have any questions, please email Rebecca Donnelly at or telephone on 023 8085 7217.

Blake Morgan strives to create and maintain a positive, non-discriminatory work environment. We will ensure that all applications for vacancies will be considered without discrimination against any person on the basis of race, colour, religion, disability, nationality, ethnic origin, sex, sexual orientation, age or marital status. We strive to ensure that our shortlisting and interviewing panels are diverse. Further details about our commitment to Equality, Diversity and Inclusion can be found  here.


Some of the benefits of working at Blake Morgan include:

*       26 days' annual holiday and option to purchase 1 weeks' leave

*       Birthday holiday, should your birthday fall on a working day

*       Performance related bonus scheme

*       Private medical insurance including access to a health advice helpline

*       Auto-enrolment pension scheme (5% employer pension contribution when employee contributes 3%)

*       Life assurance scheme

*       Critical illness cover

*       Cash Plan - claim for flu jab, health screening, optical and dental plus a range of wellbeing and health services

*       Employee Assistance Programme

*       Professional subscriptions

*       Free parking or travel season ticket loan depending on your office location

*       Cycle to work scheme

*       Discounts at leading retailers

*       Volunteering leave

*       Recruitment referral scheme

*       Gifts at key lifestyle and career milestones

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