Global IT Helpdesk Analyst - First-Line (Europe)

Larbey Evans Ltd; Greater 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. This role focuses on frontline 1st-line support for users across Europe and globally where needed.

You’ll be the first contact for technical issues, delivering excellent customer service and resolving routine incidents efficiently. The successful candidate will support Windows and Office environments, mobile devices, printers, and remote access, using ServiceNow for incident logging and management.

Qualifications

• Experience in a 1st-line IT helpdesk role, preferably within a law firm.
• Proven ability to diagnose and resolve software, hardware and connectivity issues.
• Strong customer service skills and clear communication with users across regions.

Responsibilities

• Act as the first point of contact for technical incidents via phone, email and remote tools.
• Provide Level 1 helpdesk support to European users and assist global Help Desk as needed.
• Log, categorize, prioritize, and update incidents in the ticketing system.
• Diagnose issues and deliver effective first-line troubleshooting.
• Resolve common Windows, Office, device, printer and access issues; manage user accounts.
• Own tickets through to resolution or escalation with clear user updates.
• Escalate complex or high-impact incidents to specialist teams.
• Monitor system and network alerts and respond per procedures.
• Configure and troubleshoot mobile devices such as iPhones.

Skills

First line support

Customer service

Remote support

Troubleshooting

Tools

ServiceNow

NetDocuments

Job description

Larbey Evans Ltd is seeking an IT Helpdesk Analyst to join a major US law firm. This role focuses on frontline 1st-line support for users across Europe and globally where needed.

You’ll be the first contact for technical issues, delivering excellent customer service and resolving routine incidents efficiently. The successful candidate will support Windows and Office environments, mobile devices, printers, and remote access, using ServiceNow for incident logging and management.