IT Service Desk Analyst – Global Law Firm
I’m working with a leading sector-focused, global law firm that’s looking to add an IT Service Desk Analyst to their team. This is a great opportunity for someone with proven IT support experience to step into a fast-paced, professional services environment and play a key role in delivering first-class IT support to colleagues across the globe.
The Role
You’ll be part of the firm’s front-line IT support team, acting as the first point of contact for any technical queries. The team supports a wide range of systems and applications, ensuring staff across all offices receive efficient, professional, and friendly assistance. The goal is simple: providing the best possible customer experience to internal users.
This is a hands-on role where you’ll be supporting everything from Microsoft 365 and Teams through to specialist legal applications like iManage, Elite 3E, and IntApp. You’ll be working in a busy environment where no two days are the same, taking ownership of issues and seeing them through to resolution. The role also includes evening and weekend cover as part of a global “follow-the-sun” rota (with an additional allowance for out-of-hours work).
Key Responsibilities
* Acting as the first point of contact for IT support queries (via phone, email, or face-to-face) for the firm globally.
* Providing both remote and desk-side support across a broad range of applications and hardware, including Microsoft 365, Teams, Zoom, iManage, Elite 3E, IntApp, BigHand, and mobile technologies.
* Logging and managing tickets through ServiceNow and ensuring accurate documentation.
* Taking ownership of issues through to resolution, escalating where necessary, and always keeping users updated.
* Supporting audio and video conferencing setups.
* Contributing to knowledge base articles and continuous improvement of IT support processes.
What They’re Looking For
* At least 12 months’ experience in an IT support role, ideally within professional services.
* Strong troubleshooting skills across both hardware and software.
* Hands-on experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams).
* Exposure to legal applications is a bonus but not essential.
* Excellent communication skills, with a calm and professional manner.
* A customer-focused mindset and the ability to thrive in a fast-paced environment.
* Flexibility around working hours, including evening and weekend cover on a rota basis.
An ITIL Foundation qualification and knowledge of audio/visual systems would be great to have, but not essential.
The Offer
This role provides the opportunity to join a collaborative IT team within a truly global firm, where you’ll have the chance to work with a wide range of technologies and gain exposure to specialist legal systems. You’ll also receive an allowance for out-of-hours shifts, and the late (4pm–midnight) shift can be worked remotely.