2nd Line Support Analyst

Picture More Ltd; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled 2nd Line Support Analyst for a 6-month contract in a prestigious law firm. This role offers the chance to work in a dynamic environment, supporting both business-as-usual operations and exciting project work, including a major hardware refresh. You'll be part of a high-performing IT team, providing essential support for hardware and software while collaborating with skilled professionals. If you're passionate about technology and customer service, this is an exciting opportunity to grow your career in a supportive and structured environment.

Qualifications

• At least 2 years’ experience in a similar 2nd Line/desktop support role.
• Strong customer service skills with a calm, solutions-focused approach.

Responsibilities

• Providing high-quality 2nd line support for hardware and software across the firm.
• Troubleshooting escalated issues and maintaining desktop, laptop, and smart device fleets.

Skills

2nd Line Support

Customer Service

Troubleshooting

Windows 10

MS Office Suite

Citrix

AV Setups

ITIL Practices

Tools

DUO/MS Authenticator

Intapp Time

WebEx

Cisco

Job description

2nd Line Support Analyst - Contract

If you're a seasoned 2nd Line Support professional who thrives in dynamic environments, enjoys a mix of BAU and project work, and wants to be part of a high-performing IT team - this could be your next contract role.
We're working with a prestigious law firm in Central London seeking a 2^nd Line Support Analyst to join their team on a 6-month contract.

This role offers the opportunity to work at the heart of a global firm, supporting a fast-paced, professional environment.

The Essentials

• Contract: 6 months
• Rate: £250–£320 per day (Inside IR35)
• Location: Central London office
• Working pattern: Onsite, 5 days per week
• Shift rota: Weekly rotating shifts (8:30–5, 9:30–6, 10:30–6:30)
• Industry: Legal (experience here is a big plus)
• Start: ASAP

Why You’ll Want This Role

• Join a globally recognised, high-performing law firm where your contributions are valued
• Be part of a major hardware refresh project rolling out new laptops and iPhones
• Gain exposure to both BAU support and key project initiatives
• Collaborate with skilled professionals in a supportive and professional setting
• Develop expertise across AV support, desktop services, and user-facing technologies
• Benefit from a structured environment where your career growth and learning are encouraged

What You’ll Be Doing

• Providing high-quality 2nd line support for hardware and software across the firm
• Troubleshooting escalated issues and maintaining desktop, laptop, and smart device fleets
• Supporting key meeting technology and AV setups alongside the Guest Services team
• Managing shift-based support and ensuring SLAs are met through clear ticket ownership
• Contributing to projects, including a major hardware refresh, and developing documentation and knowledge base articles
• Supporting user onboarding, device setups, and technical changeovers

Key tech/tools you'll be using include: Windows 10, MS Office Suite, Citrix, iPhones, DUO/MS Authenticator, AV setups (WebEx, Cisco), and legal-specific Intapp Time.

What We’re Looking For

• At least 2 years’ experience in a similar 2nd Line/desktop support role
• Strong customer service skills with a calm, solutions-focused approach
• Excellent troubleshooting, multitasking, and communication abilities
• Experience working within professional services - legal experience is ideal
• Comfortable working onsite full-time and rotating shifts
• A collaborative team player who can also take initiative and work independently
• Exposure to ITIL practices and Microsoft back-office tools is beneficial

Apply now or reach out for a confidential chat about your suitability.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.