IT Helpdesk Analyst

Larbey Evans Ltd; Greater London; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

In-office perks

Market-leading benefits

Job summary

Larbey Evans Ltd is seeking an IT Helpdesk Analyst to join a major US law firm. This role focuses on frontline 1st-line support for users across Europe and globally where needed.

You’ll be the first contact for technical issues, delivering excellent customer service and resolving routine incidents efficiently. The successful candidate will support Windows and Office environments, mobile devices, printers, and remote access, using ServiceNow for incident logging and management.

Qualifications

• Experience in a 1st-line IT helpdesk role, preferably within a law firm.
• Proven ability to diagnose and resolve software, hardware and connectivity issues.
• Strong customer service skills and clear communication with users across regions.

Responsibilities

• Act as the first point of contact for technical incidents via phone, email and remote tools.
• Provide Level 1 helpdesk support to European users and assist global Help Desk as needed.
• Log, categorize, prioritize, and update incidents in the ticketing system.
• Diagnose issues and deliver effective first-line troubleshooting.
• Resolve common Windows, Office, device, printer and access issues; manage user accounts.
• Own tickets through to resolution or escalation with clear user updates.
• Escalate complex or high-impact incidents to specialist teams.
• Monitor system and network alerts and respond per procedures.
• Configure and troubleshoot mobile devices such as iPhones.

Skills

First line support

Customer service

Remote support

Troubleshooting

Tools

ServiceNow

NetDocuments

Job description

IT Helpdesk Analyst

An exciting opportunity for an experienced IT Helpdesk Analyst to join a major US law firm. This role is dedicated to frontline helpdesk support, assisting users across Europe and, where required, the firm’s global offices. As the first point of contact for technical issues and service requests, you’ll focus on resolving 1st-line issues efficiently and delivering an exceptional level of customer service.

What's On Offer:

• Salary to £55,000
• Weekly shift rotation covering 8am – 6pm
• Market-leading employee benefits and in-office perks
• City Thameslink / Chancery Lane / Blackfriars

IT Helpdesk Analyst - What You'll Be Doing:

• Act as the first point of contact for technical incidents and service requests via telephone, email and remote-support tools
• Provide Level 1 helpdesk support to European users and assist the global Help Desk as required
• Log, categorise, prioritise and update incidents and service requests in the incident-management system
• Gather relevant information, diagnose issues and deliver effective first-line troubleshooting
• Resolve common issues involving Windows, Microsoft Office, document-management systems, mobile devices, printers, remote access, passwords and user accounts
• Own tickets through to resolution or escalation, keeping users informed of progress
• Escalate complex, unresolved or high-impact incidents to the appropriate specialist teams
• Identify recurring or widespread issues and report them in line with major-incident procedures
• Monitor relevant system and network alerts, responding or escalating in accordance with established procedures
• Configure and troubleshoot Firm-approved mobile devices, including iPhones

IT Helpdesk Analyst - What We're Looking For:

• Experience working in a similar IT support role within a law firm
• 2+ years' experience in a dedicated 1st Line Helpdesk or technical-support role
• Familiarity with remote-support and screen-sharing tools
• Experience troubleshooting hardware, software, printing, connectivity, account-access and mobile-device issues, using ticketing systems such as ServiceNow and supporting document-management platforms such as NetDocuments or equivalent