Global IT Desktop Support Analyst (Remote/Onsite)

DGH Recruitment; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

DGH Recruitment places a London-based global law firm seeking an IT Desktop Support Analyst/IT Support Specialist. The role covers remote support across regions with on-site assistance when needed, ensuring tickets are logged in ITSM and progressed with regular updates.

Responsibilities include ticket acknowledgment, accurate categorization, and escalation to IT Infrastructure or Applications & Development as necessary. The candidate may deputise for the senior IT staff during absences.

Qualifications

• Experience logging requests in ITSM (ServiceNow) and providing timely updates.
• Strong familiarity with Microsoft 365 apps and Windows 10 environments.
• Experience supporting mobile devices (iOS/Android) and basic network concepts.

Responsibilities

• Provide remote IT support to colleagues globally with on-site coverage as needed.
• Log all requests in ITSM accurately and update ticket status regularly.
• Acknowledge tickets and respond within agreed SLAs; escalate to 2nd line when required.
• Maintain ticket categorization, status, and priority; link related incidents and problems.
• Deputise for senior IT staff when they are unavailable.

Skills

Remote support

ITSM (ServiceNow)

Ticket management

Escalation processes

Communication

Tools

MS Office 365

Windows 10

iOS & Android

LAN/WAN/WAP

Exchange Admin Centre

Microsoft 365 Admin Centre

iManage Work

Job description

DGH Recruitment places a London-based global law firm seeking an IT Desktop Support Analyst/IT Support Specialist. The role covers remote support across regions with on-site assistance when needed, ensuring tickets are logged in ITSM and progressed with regular updates.

Responsibilities include ticket acknowledgment, accurate categorization, and escalation to IT Infrastructure or Applications & Development as necessary. The candidate may deputise for the senior IT staff during absences.