IT Support Analyst (Law Firm)

JR United Kingdom; Gloucester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK-based global law firm is seeking an IT Support Analyst to join their team in Gloucester. This permanent role requires experience in providing IT support, particularly in a law firm environment. You will be responsible for responding to support requests, maintaining records, and ensuring excellent customer service. Ideal candidates will have a strong understanding of IT systems, and be composed under pressure.

Qualifications

• Experience working in a law firm is essential.
• Knowledge of IT support practices expected.

Responsibilities

• Providing professional and consistent technology support to all staff.
• Responding to incidents and requests reported via all mediums.
• Maintaining and updating incident/request records.

Skills

Customer service skills

Multitasking

Composure under pressure

Knowledge of Windows 10

Microsoft Office 365

Understanding of PC hardware

Awareness of Active Directory

Experience with ITSM

Job description

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IT Support Analyst (Law Firm), Gloucester

Client: DGH Recruitment

Location: Gloucester, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

Job Description:

PLEASE NOTE EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL

The role is for an IT Service Desk Analyst / 1st/2nd Line Support Analyst at a London-based global law firm, offering a permanent position.

Summary:

The Service Desk Analyst reports to the Service Desk Manager and is supported by Service Desk Specialists and the Senior Service Desk Specialist. The role involves being the primary contact within the IT Service Desk, requiring excellent customer service skills, multitasking ability, and composure under pressure.

Key Responsibilities:

• Providing professional and consistent technology support to all staff
• Responding to incidents and requests reported via all mediums
• Accurately recording incidents and requests and responding within SLA
• Maintaining and updating incident/request records
• Alerting senior staff of recurring incidents and potential issues
• Keeping customers informed and updated
• Escalating issues to senior team members and third-party suppliers when necessary

Attributes/Skills:

• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC hardware and operating systems
• Awareness of Active Directory
• Experience with ITSM call logging software