IS Support Analyst - 1st Line

Trowers & Hamlins; Greater London; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme (GPP Aviva)

Private medical insurance

Discounted gym memberships

Free cinema tickets

Health assessments

Job summary

Trowers & Hamlins in London is seeking an IS Support Analyst to join the Information Services department on a permanent full-time basis. You will deliver 1st line IT support by phone, email and in person, helping colleagues with a wide range of technologies.

The role covers troubleshooting Microsoft 365 and Windows 10/11, managing Service Desk tickets, and escalating complex issues to relevant IT teams. A hybrid working environment is supported, with a focus on excellent customer service.

Qualifications

• Experience supporting Microsoft 365 and Windows 10/11.
• Strong communication skills with a customer-first mindset.
• Excellent problem-solving skills and attention to detail.
• Ability to manage priorities and meet deadlines.
• Previous Service Desk experience, ideally within a professional services environment.

Responsibilities

• Deliver 1st line IT support via phone, email, and in person.
• Troubleshoot hardware, software, and Microsoft 365 issues.
• Manage Service Desk tickets and see issues through to resolution.
• Escalate complex issues and work closely with wider IT teams and suppliers.
• Participate in the support rota and support a hybrid working environment.

Skills

Customer service

Communication

Problem solving

Tools

Microsoft 365

Windows 10/11

Job description

IS Support Analyst - 1st Line

Department: Information Services

Employment Type: Permanent - Full Time

Location: London

Reporting To: Steve Garbett

Description

Join a collaborative IT Service Desk team supporting colleagues across a leading international law firm. This role offers the opportunity to work with a wide range of technologies while providing excellent customer service and contributing to the smooth running of the firm's IT systems.

The Role

As part of the Service Desk team, you will provide responsive and effective technical support to colleagues across the business.

• Deliver 1st line IT support via phone, email, and in person.
• Troubleshoot hardware, software, and Microsoft 365 issues.
• Manage Service Desk tickets and see issues through to resolution.
• Escalate complex issues and work closely with wider IT teams and suppliers.
• Participate in the support rota and support a hybrid working environment.

The Candidate

The successful candidate will be a customer-focused IT professional with strong technical knowledge, excellent communication skills, and a proactive approach to problem-solving.

• Experience supporting Microsoft 365 and Windows 10/11.
• Strong communication skills with a customer-first mindset.
• Excellent problem-solving skills and attention to detail.
• Ability to manage priorities and work effectively to deadlines.
• Previous Service Desk experience, ideally within a professional services environment.

Benefits

Our benefits include, an annual bonus scheme, GPP Pension Scheme with Aviva. We also offer Private Medical Insurance, (currently with Vitality Health) upon joining the firm, which include discounted gym memberships, free cinema tickets, health assessments and much more.

Trowers & Hamlins is an equal opportunities employer and values equity, diversity and inclusion. All applications will be considered on merit and the applicant's suitability to meet the requirements of the role and will be treated equally irrespective of Ethnicity, Gender (including Trans and non-binary) Race, Disability, Religion and sexual orientation.

As part of our firm recruitment policy our candidates are subject to employment screening background checks. These checks include personal details, education and employment history, professional qualifications and credit and criminal checks as appropriate.