IT Senior Support Analyst

JR United Kingdom; Woking; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading law firm seeks an IT Senior Support Analyst for their Guildford office. This role involves delivering high-quality IT support, managing regional team performance, and ensuring professional standards are maintained. Candidates should have strong IT skills, experience with law firm applications, and ideally hold an ITIL certification.

Qualifications

• Good understanding of ITSM systems.
• Knowledge of law firm applications and time recording.
• Technical knowledge of hardware, operating systems, and networks.

Responsibilities

• Provide exceptional IT support to regional offices.
• Oversee the Regional Team for consistent support standards.
• Proactively monitor ticket queues and customer updates.

Skills

Customer-focused approach

Advanced technical expertise

Excellent technical knowledge

Education

ITIL Foundation qualified

Tools

ITSM systems

PMS and document management systems

Microsoft Office

Job description

IT Senior Support Analyst/Senior Service Desk/Support Analyst

A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our Guildford based law firm on a permanent basis.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Responsibilities and Duties:

• Provide exceptional, high quality IT support to regional offices to consistently meet

• Always maintain a customer-focused approach and build relationships with key customers.

• Oversee the Regional Team to ensure they maintain a consistent and professional standard

of support and adhere to defined policies and procedures.

• Utilise advanced technical expertise to address complex and challenging customer queries

and requests and provide guidance to UK Regional team members to facilitate ticket progression.

• Proactively monitor team member and account admin queues to ensure regular customer

updates, ticket progression and resolution.

• Monitor aged calls daily and ensure appropriate action is taken to resolve.

• Conduct regular ticket quality checks to improve the quality of information being captured

and provide valuable insights into incidents and requests reported across the regional

offices.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Knowledge, Sills and Experience:

• ITIL Foundation qualified (or willing to study towards it)

• Good understanding of ITSM systems

• Knowledge of typical law firm applications including PMS, document management systems,

Microsoft office, document comparison tools, CRM and time recording

• Excellent technical knowledge of hardware, operating systems, and networks

IT Senior Support Analyst/Senior Service Desk/Support Analyst

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Created on 31/05/2025 by JR United Kingdom