IT Desktop Support Analyst

JR United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic global law firm as an IT Desktop Support Analyst/IT Support Specialist in London. This role offers the chance to provide essential IT support to colleagues worldwide, ensuring seamless communication and problem resolution. You'll be responsible for logging and managing support requests, providing updates, and collaborating with various IT teams. This is an excellent opportunity to enhance your skills in a fast-paced environment while contributing to a leading firm in the legal sector.

Qualifications

• Experience in providing IT support in a corporate environment.
• Familiarity with ITSM tools and ticketing systems.

Responsibilities

• Provide remote support and ensure continuous hotline coverage.
• Log and manage support requests accurately in ITSM.

Skills

MS Office 365 Suite

Windows 10

Mobile Devices (iOS & Android)

Basic understanding of networks

Tools

ServiceNow

Microsoft Exchange Administration Centre

Microsoft 365 Admin Centre

iManage Work

Job description

Job Title: 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:

1. Provide remote support to colleagues globally, with on-premise desk side or meeting room support as needed. Collaborate to ensure continuous support hotline coverage.
2. Log all support requests accurately in our ITSM (ServiceNow), regardless of how they are received (phone, email, text, chat, in person).
3. Acknowledge and respond to all tickets within a reasonable timeframe, even if resolution is not immediate.
4. Provide regular updates to requestors regarding their tickets.
5. Assign appropriate categories, correct status, and clear priority to tickets.
6. Open and communicate about new Problem tickets, investigate root causes, and link related IT Cases to find solutions or workarounds.
7. Escalate unresolved issues to the appropriate support level or external suppliers, including IT Infrastructure or IT Applications & Development teams.
8. Deputise for senior IT Support staff during their absence.

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