IT Desktop Support Analyst

JR United Kingdom; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A London-based global law firm seeks an IT Desktop Support Analyst to provide comprehensive support to staff, ensuring effective IT operations and assistance. The role demands proficiency with a variety of software and hardware, alongside excellent customer service skills. Successful candidates will help maintain high standards within a collaborative team environment.

Qualifications

• Proficiency in using MS Office 365 Suite (Outlook, Word, Excel, PowerPoint).
• Experience in Windows 10 and Mobile Device support (iOS & Android).
• Basic understanding of LAN/WAN/WAP/Cloud/IP networking.

Responsibilities

• Provide remote and on-premise IT support to colleagues globally.
• Log, manage, and respond to support requests via various channels.
• Investigate root causes and escalate issues as needed.

Skills

Proficiency in MS Office 365 Suite

Experience with Windows 10

Knowledge of Mobile Devices

Basic understanding of networks

Experience with Microsoft Exchange

Experience with Microsoft 365 Admin Centre

Familiarity with iManage Work

Job description

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IT Desktop Support Analyst, London (City of London)

Client: DGH Recruitment

Location: London (City of London), United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views: 6

Posted: 26.06.2025

Expiry Date: 10.08.2025

Job Description:

We are seeking an IT Desktop Support Analyst/IT Support Specialist to join our London-based global law firm on a permanent basis.

Responsibilities and Duties:

• Provide remote support to colleagues globally, with on-premise desk-side or meeting room support as needed. Collaborate to ensure continuous hotline coverage.
• Log all support requests accurately in our ITSM (ServiceNow), regardless of the support channel (phone, email, chat, in person).
• Acknowledge and respond to tickets promptly, even if resolution is pending.
• Provide regular updates to requestors regarding their tickets.
• Assign appropriate categories, correct status, and clear priority levels to tickets.
• Open problem tickets for new issues, communicate with IT, and investigate root causes to find workarounds or permanent solutions.
• Escalate unresolved issues to 2nd line support or relevant teams such as IT Infrastructure or External Support.
• Deputise for senior IT support staff during absences.

Qualifications & Experience:

• Proficiency in MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
• Experience with Windows 10
• Knowledge of Mobile Devices (iOS & Android)
• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
• Experience with Microsoft Exchange Administration Centre
• Experience with Microsoft 365 Admin Centre
• Familiarity with iManage Work