IT Support Analyst (Law Firm)

JR United Kingdom; Bath; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global law firm is seeking an IT Service Desk Analyst to provide key technology support on a permanent basis. The role demands excellent customer service skills, multitasking abilities, and experience in a law firm environment is essential. You will be responsible for managing incidents, ensuring all requests are handled within set service level agreements, and keeping customers informed.

Responsibilities

• Providing professional technology support to all staff.
• Responding to incidents and requests via all mediums.
• Maintaining and updating incidents in the service management system.
• Escalating problems when necessary.

Skills

Customer service

Multitasking

Calm under pressure

Knowledge of Windows 10

Knowledge of Microsoft Office 365

Understanding of PC hardware

Awareness of Active Directory

Experience with ITSM call logging

Job description

PLEASE NOTE: EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL

IT Service Desk Analyst / 1st/2nd Line Support Analyst

A fantastic opportunity has arisen for an IT Service Desk Analyst / 1st/2nd Line Support Analyst to join our London-based global law firm on a permanent basis.

Summary:

The Service Desk Analyst will report to the Service Desk Manager and be supported by the Service Desk Specialists and the Senior Service Desk Specialist. The analyst will be the primary point of contact within the IT Service Desk, requiring excellent customer service skills, the ability to multitask, and to remain calm under pressure.

Key Responsibilities:

1. Providing professional and consistent technology support to all staff.
2. Responding to incoming incidents and requests via all mediums.
3. Ensuring all incidents and requests are accurately recorded and responded to within the set Service Level Agreements.
4. Maintaining and updating incidents and requests in the service management system.
5. Alerting senior analysts and managers of recurring incidents and potential issues.
6. Keeping customers informed and updated.
7. Escalating problems to senior team members and third-party suppliers when necessary.

Attributes/Skills:

1. Knowledge of Windows 10 and Microsoft Office 365.
2. Understanding of PC hardware and operating systems.
3. Awareness of Active Directory usage.
4. Experience with logging tickets in ITSM call logging software.

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Created on 06/06/2025 by JR United Kingdom