IT Desktop Support Analyst

Overview

An established global law firm in London is looking to hire an IT Desktop Support Analyst / IT Support Specialist on a permanent contract. The role sits within a team that supports users across multiple locations, blending remote assistance with some on-site desk-side and meeting room troubleshooting as needed.

What you will do

• Deliver first-line technical assistance to colleagues worldwide, mainly remotely but with occasional in-person support at the office.
• Work with the wider team to keep the support hotline covered whenever possible.
• Record every support request in the ITSM platform (ServiceNow), no matter whether it arrives by phone, email, text, chat, or face-to-face.
• Acknowledge incoming tickets promptly and respond within a reasonable timeframe, even when the issue cannot be fixed straight away.
• Keep requestors informed with regular status updates until the matter is resolved.
• Make sure tickets are assigned the correct category, status, and priority.
• Recognise when an issue points to a larger problem, raise a problem ticket, and ensure linked cases are tracked so the root cause can be investigated and a workaround or permanent fix found.
• Escalate incidents that sit outside your access or knowledge to second-line support, or to the relevant internal team such as Infrastructure or Applications & Development, or to external vendors when required.
• Step in for the senior IT Support Specialist / Lead during periods of absence.

Technical background

Experience with Microsoft 365 tools, Windows 10, mobile device support on iOS and Android, Active Directory Users & Computers, Azure AD, and basic networking concepts is expected. Familiarity with Microsoft Exchange Administration Centre, Microsoft 365 Admin Centre, and iManage Work would be an advantage.

Additional information

This is a permanent full-time position based in the London area, United Kingdom. The role is described as remote but includes some on-site support duties when required.