IT Support Analyst (Law Firm)

JR United Kingdom; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading law firm in Stoke-on-Trent is seeking an IT Support Analyst to provide tier 1/2 support. This role requires experience in a law firm and excellent customer service skills, handling incidents through a Service Desk. The successful candidate will be responsible for technology support, incident management, and escalation tasks.

Qualifications

• Experience working in a law firm is essential.
• Excellent customer service skills.
• Ability to multi-task and remain calm under pressure.

Responsibilities

• Providing technology support to all staff.
• Responding to incidents and requests at first point of contact.
• Maintaining and updating incidents in the Service Desk system.

Skills

Customer service

PC hardware knowledge

Windows 10

Microsoft Office 365

Active Directory awareness

ITSM ticket logging

Job description

Social network you want to login/join with:

IT Support Analyst (Law Firm), Stoke-on-Trent

Client:

DGH Recruitment

Location:

Stoke-on-Trent, United Kingdom

Job Category:

Other

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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*

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 analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, with the ability to multi-task and remain calm under pressure.

Key Responsibilities:

• Providing professional and consistent technology support to all staff.
• Responding to incoming incidents and requests at first point of contact via all mediums.
• Ensuring all incidents and requests are accurately recorded and responded to within the set Service Level Agreement.
• Maintaining and updating incidents and requests in your own and the Service Desk system.
• Alerting Senior Analysts and Managers of recurring incidents and potential issues.
• Keeping customers informed and updated.
• Escalating problems 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 usage.
• Experience logging tickets in ITSM call logging software.