IT Desktop Support Analyst

DGH Recruitment; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits a skilled IT Desktop Support Analyst to join a prestigious global law firm in London. This role is pivotal in providing exceptional IT support, both remotely and on-site, ensuring a seamless experience for colleagues worldwide. You will manage support requests through an ITSM platform, ensuring timely updates and resolutions. The ideal candidate will have a strong grasp of MS Office 365, Windows 10, and mobile device support, coupled with a basic understanding of networking. Join a dynamic team and enhance your career in a vibrant legal environment where your contributions truly matter.

Qualifications

• Proficient in MS Office 365 Suite and Windows 10.
• Experience with mobile devices and basic networking concepts.

Responsibilities

• Provide remote and on-site support to colleagues globally.
• Log all support requests in ITSM and ensure timely responses.

Skills

MS Office 365 Suite

Windows 10

Mobile Devices – iOS & Android

Basic understanding of networks

Microsoft Exchange Administration Centre

Microsoft 365 Admin Centre

iManage Work

Tools

ServiceNow

Job description

IT Desktop Support Analyst/IT Support Specialist

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

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 escalate 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

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Legal Services and Law Practice