IT Desktop Support Analyst

DGH Recruitment; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

DGH Recruitment places a London-based global law firm seeking an IT Desktop Support Analyst/IT Support Specialist. The role covers remote support across regions with on-site assistance when needed, ensuring tickets are logged in ITSM and progressed with regular updates.

Responsibilities include ticket acknowledgment, accurate categorization, and escalation to IT Infrastructure or Applications & Development as necessary. The candidate may deputise for the senior IT staff during absences.

Qualifications

• Experience logging requests in ITSM (ServiceNow) and providing timely updates.
• Strong familiarity with Microsoft 365 apps and Windows 10 environments.
• Experience supporting mobile devices (iOS/Android) and basic network concepts.

Responsibilities

• Provide remote IT support to colleagues globally with on-site coverage as needed.
• Log all requests in ITSM accurately and update ticket status regularly.
• Acknowledge tickets and respond within agreed SLAs; escalate to 2nd line when required.
• Maintain ticket categorization, status, and priority; link related incidents and problems.
• Deputise for senior IT staff when they are unavailable.

Skills

Remote support

ITSM (ServiceNow)

Ticket management

Escalation processes

Communication

Tools

MS Office 365

Windows 10

iOS & Android

LAN/WAN/WAP

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.

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