IT Desktop Support Analyst

DGH Recruitment; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

DGH Recruitment Limited in London is seeking an IT Desktop Support Analyst/IT Support Specialist to join a leading global law firm on a permanent basis. You will provide remote support to colleagues worldwide, with on-site coverage on request.

The role uses ITSM (ServiceNow) for ticket logging, requires timely acknowledgement and updates, and involves escalation to 2nd line or external suppliers when necessary. Deputise for the senior IT Support Specialist during absences.

Qualifications

• MS Office 365 Suite (Outlook, Word, Excel, PowerPoint).
• Windows 10 basic familiarity.
• Mobile devices – iOS & Android.
• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP).
• Microsoft Exchange Administration Centre.
• Microsoft 365 Admin Centre.
• iManage Work.

Responsibilities

• Provide remote support to colleagues globally, with desk side/on‑premise support when required.
• Log all requests in ITSM (ServiceNow) via phone, email, text, chat, or in person.
• Acknowledge tickets and respond within a reasonable time, even if not resolvable on first contact.
• Provide regular updates to requesters on ticket progress.
• Ensure tickets have appropriate categories, status, and priority.
• Open a Problem ticket for root cause analysis and coordinate with IT for a workaround or permanent solution.
• Escalate issues not resolvable due to knowledge/access to 2nd line or external suppliers; deputise for the Senior IT Support Specialist during absences.

Skills

MS Office 365

Windows 10

Mobile devices

Networking basics

Exchange Admin Centre

Microsoft 365 Admin Centre

Tools

Exchange Admin Centre

Microsoft 365 Admin Centre

iManage Work

Job description

IT Desktop Support Analyst/IT Support Specialist

A fantastic opportunity has arisen for a IT Desktop Support Analyst/IT Support Specialist to join our London based global law firm on a permanent basis.

IT Desktop Support Analyst/IT Support Specialist

Responsibilities and Duties:

• Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise. The team will need to work together to ensure that where possible the support hotline always has coverage.


• All requests for support must be logged in our ITSM (ServiceNow) accurately whether they have been received by phone, email, text, chat, or in person.


• Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact.


• Provide regular updates to the requestor on their tickets regardless of progress made.


• Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.


• Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution.


• Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states elevate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support.


• Deputise for the senior IT Support Specialist/Lead during absences.

Qualifications & Experience:

• MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)


• Windows 10


• Mobile Devices – iOS & Android


• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)


• Microsoft Exchange Administration Centre


• Microsoft 365 Admin Centre


• iManage Work

IT Desktop Support Analyst/IT Support Specialist