Overview
IT Support Analyst - London - Permanent
A fantastic opportunity has arisen for a IT Support Analyst to join our London based global law firm on a permanent basis.
Key Responsibilities
* Provide a professional, consistent level of IT support to all staff across the business.
* Act as the first point of contact for incoming incidents and service requests.
* Log, track, and manage tickets, ensuring timely resolution in line with SLAs.
* Take ownership of escalated tickets and proactively monitor open issues across the team.
* Escalate recurring or complex issues to senior specialists, technical teams, or third-party vendors.
* Deliver face-to-face support for staff and assist with meeting room setups and presentations when required.
* Assist with hardware deployment and support, including laptops, PCs, smartphones, and collaboration tools.
* Create, amend, and delete user accounts, maintaining appropriate access permissions.
* Support the administration of telecommunication systems and multifunctional devices (MFDs).
* Assist with ongoing documentation updates and contribute to the internal knowledge base.
* Work closely with Technical Operations teams to investigate and resolve complex IT problems.
* Assist with the rollout of upgrades, system enhancements, and IT-related projects.
Skills and Experience Required
* Previous experience working in a busy IT Service Desk environment, ideally supporting a large international user base.
* Strong knowledge of Microsoft Office applications, particularly Outlook and Word.
* Experience using and troubleshooting Active Directory and managing user permissions.
* Familiarity with document management systems (e.g., Worksite, Filesite) is highly desirable.
* Knowledge of ITIL processes; ITIL Foundation certification preferred.
* Hands-on experience with hardware setup, software configuration, and mobile device support.
* Understanding of SCCM and Intune for device management.
* Exposure to legal or professional services environments is advantageous.
* Experience supporting specialist business applications (e.g., InterAction, Intapp, Laserforms) is a plus.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries: Legal Services and Law Practice
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