2nd Line Support Analyst - Law Firm, 6-month FTC A 2nd Line Support Analyst sought for a London city law firm to be responsible for escalated tickets from the Service, acting as technical support to the firm's 1,500 users. This is a 6-month FTC, the role is hybrid working 2 day's from home and 3 days in the office. The 2nd Line Support Analyst will work closely with the Service Delivery Manager to ensure users receive a high-class support service including remote and at-desk support, and for driving Continuous Improvement efforts as the function develops. This is a great chance to help shape the team and develop the services offered to the business. Core responsibilities include: Monitor, prioritise and escalate Incidents as required to meet business expectations Ensure implementation of IT best practices policies and processes throughout the business Ensure all IT incidents and service requests are recorded accurately and assigned Assist with IT projects as and when required Identify continuous improvements to IT services Understand service management framework principles and processes And You: Experience in an escalation support role within a Professional Service environment Ideally have experience with legal applications such as iManage / Intapp Office 365 support Using Mimecast for email hygiene or similar Proactive mindset, with ability to recommend measures to improve performance This is a great opportunity for an enthusiastic 2nd Line Support Analyst, to help develop and deliver high-quality support services in a highly regarded firm. Apply now, then get in touch for more information. 2nd Line Support Analyst - Law Firm, 6-month FTC