IT Support Analyst

Location London
Discipline: IT Support, IT Infrastructure & Support
Job type: Permanent
Salary: up to 38k

​A fantastic opportunity for an IT Support Analyst has become available to join a London based, full-service law firm on a permanent basis.

About the Company

They specialise in providing straightforward advice to entrepreneurial businesses and individuals, whatever legal challenges they face. Their approach, they talk straight, think smart, and encourage everyone to be themselves. These are the behaviours that they seek to uphold with their clients and each other.

They want to work with people who share their values and want to build a career through interesting and challenging work. Working with them, you'll get hands-on experience from day one. They value building relationships. They encourage input at every level and promote innovative thinking and sharing ideas as they build a culture that's welcoming, inclusive and supportive. They have developed, grown and evolved as a firm. And they have a clear vision and strategy to continue on this transition.

The Role

The company is looking for a 1st Line Service Desk Analyst to join their team on a permanent basis. The Service Desk Analysts are responsible for assisting in the smooth running and manning of their IT Service Desk. You will be delivering 1st line support to approximately 400 users remotely and at desk side and ensuring appropriate resolution of support queries.The Service Desk function starts from 08.00am through to 6.30pm. You will be on a rotating shift pattern on the following rota basis:

08.00 – 16.30

09.00 – 17.30

09.30 – 18.00

10.00 – 18.30


  • Answer and log service desk calls that are received via phone and email in a timely manner

  • Proactively monitor unassigned queue in Service Desk Plus and action

  • Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact

  • Research resolution to issues, escalating within team as applicable

  • Inform users of progress with issues

  • Maintenance of user accounts on various systems, including AD and Exchange

  • Maintenance of the Firm’s hardware, i.e., mobile devices, laptops, PC’s, monitors, etc.

  • Process management such as new joiners, leavers, mobile management, laptop loans, asset management, etc.

  • Conference/Meeting room set up and AV support

  • Software problem resolution – legal and bespoke

  • Documentation – knowledge base input

  • Building and installing PCs and Laptops

  • Admin – inventory and stock take and register maintenance

  • Assistance with project work and implementation

Skills and Experience

  • Experience of working in a professional services environment – legal experience is advantageous

  • Experience with call logging software and 1st line support

  • Experience of working with applications used by law firms (time capture, document comparison, legal information systems) would be beneficial

  • Advanced knowledge of PC hardware set-up and configuration (including printers and wireless devices)

  • Understanding of the basic concepts of IP networking and ethernet cabling

  • Strong knowledge of Microsoft based operating systems with emphasis Windows 10

  • Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation etc.)

  • Experience of providing support via remote control applications

  • Workstation Image/Build creation

  • An ITIL qualification (ITIL Service Delivery / ITIL Foundation) would be particularly beneficial

  • A solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond.

  • A positive attitude and work ethic.

  • Capability of working in a team and collaborating with, and supporting colleagues.

  • The ability to change priorities quickly, and the capacity to handle multiple tasks in a fast-paced, changing environment

  • The ability to work independently but also with colleagues

  • A commitment to delivering service on time and to the highest standards

  • Strong communication skills

  • Flexibility to take on other tasks and responsibilities as the needs arise

  • Excellent communication skills