IT Support Analyst (Law Firm)

DGH Recruitment Ltd.; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

A reputable recruitment agency seeks an IT Service Desk Analyst to join a global law firm in London. The role requires experience working in a law firm and excellent customer service skills. The Analyst will provide support, manage incidents, and ensure communication with all staff. Knowledge of Windows 10 and Microsoft Office 365 is required. This is a permanent position offering a chance to work in a dynamic environment.

Qualifications

• Experience working in a law firm is essential.

Responsibilities

• Providing technology support to all staff.
• Responding to incidents and requests at first contact.
• Recording incidents and requests accurately.
• Maintaining and updating ticket queues.
• Alerting managers of reoccurring issues.
• Keeping customers updated.
• Escalating problems where necessary.

Skills

Excellent customer service skills

Ability to multi-task

Remain calm under pressure

Knowledge of Windows 10

Knowledge of Microsoft Office 365

Understanding of PC hardware

Awareness of using Active Directory

Experience of logging tickets in ITSM

Job description

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

PLEASE NOTE EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL

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 assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi‑task and remain calm under pressure.

Key Responsibilities

• Providing a professional and consistent level of technology support to all staff
• Responding to incoming incidents and requests at first point of contact reported via all mediums
• Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
• Maintaining and updating incidents and requests in your own as well as the Service Desk ticket queues
• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues
• Keeping customers apprised and updated
• Escalating problems to the senior team members and third‑party suppliers where necessary

Attributes / Skills

• EXPERIENCE WORKING IN A LAW FIRM IS ESSENTIAL
• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC hardware and operating systems
• Awareness of using Active Directory
• Experience of logging tickets in ITSM call‑logging software

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business.