IT Support Analyst

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £ up to £42k per annum

​A fantastic opportunity for an IT Support Analyst has become available to join an Exclusive Law Firm on a permanent basis located in London Bridge with hybrid working environment.

About the Law Firm

The company is London based, full-service law firm. 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

This is an excellent opportunity for candidates with experience in a Service Desk environment to join an excellent and supportive team, with opportunity for development. The IT Support Analyst will be responsible for assisting in the smooth running and manning of the firm. You will be delivering 1st and 2nd 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 an advantage.

  • Experience with call logging software and 1st/2nd line support.

  • Experience of working with applications used by legal 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.

  • Positive 'can do' attitude and work ethic.

  • Capable of working in a team and being a good team player who has the capability to add value.

  • 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 a strong dependable team player.

  • Be prepared to 'go the extra mile' in delivering service on time and to the highest standards.

  • Possess excellent verbal and written communication skills.