Frontline IT Helpdesk Analyst - Europe Support

Larbey Evans Ltd; City Of London; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

In-office perks

Market-leading benefits

Job summary

Larbey Evans Ltd is seeking an IT Helpdesk Analyst to join a major US law firm. You will be the frontline contact for IT issues, supporting users across Europe and occasionally global offices. The role emphasizes prompt, friendly service and efficient 1st-line troubleshooting.

Responsibilities include incident logging, categorising, and resolving typical Windows and Office problems, plus mobile device support and remote access issues. A strong customer-service mindset is essential.

Qualifications

• 2+ years' experience in a dedicated 1st line Helpdesk or technical-support role.
• Familiarity with remote-support and screen-sharing tools.
• Experience troubleshooting hardware, software, printing, connectivity, account-access and mobile-device issues, using ticketing systems such as ServiceNow and supporting document-management platforms such as NetDocuments or equivalent.

Responsibilities

• Act as the first point of contact for technical incidents and service requests via telephone, email and remote-support tools.
• Provide Level 1 helpdesk support to European users and assist the global Help Desk as required.
• Log, categorise, prioritise and update incidents and service requests in the incident-management system.
• Gather relevant information, diagnose issues and deliver effective first-line troubleshooting.
• Resolve common issues involving Windows, Microsoft Office, document-management systems, mobile devices, printers, remote access, passwords and user accounts.
• Own tickets through to resolution or escalation, keeping users informed of progress.
• Escalate complex, unresolved or high-impact incidents to the appropriate specialist teams.
• Identify recurring or widespread issues and report them in line with major-incident procedures.
• Monitor relevant system and network alerts, responding or escalating in accordance with established procedures.
• Configure and troubleshoot Firm-approved mobile devices, including iPhones.

Skills

Microsoft Windows

Helpdesk support

Mobile devices

Remote support

Tools

ServiceNow

NetDocuments

Job description

Larbey Evans Ltd is seeking an IT Helpdesk Analyst to join a major US law firm. You will be the frontline contact for IT issues, supporting users across Europe and occasionally global offices. The role emphasizes prompt, friendly service and efficient 1st-line troubleshooting.

Responsibilities include incident logging, categorising, and resolving typical Windows and Office problems, plus mobile device support and remote access issues. A strong customer-service mindset is essential.