IT Support Analyst (Law Firm)

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

Job summary

A global law firm is seeking an IT Service Desk Analyst with experience in a legal environment. The role involves providing 1st/2nd line support and requires excellent customer service skills. Candidates should possess knowledge of Windows 10, Microsoft Office 365, and ITSM ticketing systems.

Qualifications

• Experience working in a law firm is essential.
• Ability to provide technology support consistently.
• Experience logging tickets in ITSM software desired.

Responsibilities

• Responding to incidents and requests as the first point of contact.
• Ensuring incidents are recorded accurately and responded to within SLAs.
• Updating and maintaining incidents and requests.

Skills

Customer Service

Multi-Tasking

Calm under Pressure

Knowledge of Windows 10

Microsoft Office 365

PC Hardware Understanding

Active Directory Awareness

ITSM Call Logging Software

Job description

Social network you want to login/join with:

IT Support Analyst (Law Firm), stevenage

col-narrow-left

Client:

DGH Recruitment

Location:

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

col-wide

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.

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

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.

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

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

• 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

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

Attributes/Skills:

• 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

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