Senior Deskside Support Analyst

DGH Recruitment Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

DGH Recruitment Limited invites applications for a Senior Deskside Support Analyst to join our London-based international law firm client. The role focuses on high-quality technical support, resolving complex issues and improving workplace technology services.

You will provide advanced deskside and remote support across hardware, software, and mobile devices, troubleshoot escalations, and support AV/meeting room technologies. A strong background in Windows, M365, and device mgmt is required.

Qualifications

• Minimum five years' hardware and workplace technology support experience in a global professional services environment.
• Proven troubleshooting across Windows, Microsoft 365, laptops, mobile devices and workplace apps.
• Experience with Microsoft Intune, Active Directory, Exchange, and DHCP.
• Knowledge of TCP/IP networking and remote support tools.
• Experience supporting AV/video conferencing technologies (Teams, Zoom).
• Familiarity with ServiceNow, MFA solutions, Mimecast, iManage and mobile device management.
• Strong problem-solving, communication and documentation skills.
• Experience mentoring colleagues and handling escalations.

Responsibilities

• Provide advanced deskside and remote support across hardware, software, mobile devices and workplace technology.
• Troubleshoot and resolve incidents and serve as escalation point for complex technical issues.
• Support laptops, mobile devices, printers, meeting room technology and AV systems.
• Manage hardware installations, rebuilds, moves, provisioning and asset lifecycle activities.
• Support video conferencing, global meetings and high-profile events using Microsoft Teams, Zoom and AV technologies.
• Collaborate with Technology teams and suppliers to resolve issues and improve service delivery.
• Mentor junior analysts, share technical knowledge and maintain support documentation.
• Drive continuous improvement in processes, technology adoption and end-user experience.

Skills

Windows OS

Microsoft 365

Device management

Troubleshooting

Customer service

Documentation

Tools

Intune

Active Directory

Exchange Admin Center

ServiceNow

MFA solutions

Job description

A fantastic opportunity has arisen for aSenior Deskside Support Analyst to join our London-based international law firm.

The role will focus on delivering high-quality technical support, resolving complex issues and improving workplace technology services.

Key Responsibilities

• Provide advanced deskside and remote support across hardware, software, mobile devices and workplace technology.
• Troubleshoot and resolve incidents and service requests, acting as an escalation point for complex technical issues.
• Support laptops, mobile devices, printers, meeting room technology and audio-visual systems.
• Manage hardware installations, rebuilds, moves, provisioning and asset lifecycle activities.
• Support video conferencing, global meetings and high-profile events using Microsoft Teams, Zoom and AV technologies.
• Collaborate with Technology teams and suppliers to resolve issues and improve service delivery.
• Mentor junior analysts, share technical knowledge and maintain support documentation.
• Drive continuous improvement in processes, technology adoption and end-user experience.

Key Experience

• Minimum five years' hardware and workplace technology support experience within a global professional services environment.
• Strong troubleshooting experience across Windows, Microsoft 365, laptops, mobile devices and workplace applications.
• Experience with Microsoft Intune, Active Directory, Exchange, Microsoft 365 Admin Centre and DHCP.
• Knowledge of TCP/IP networking, connectivity troubleshooting and remote support tools.
• Experience supporting AV and video conferencing technologies, including Teams, Zoom, Logitech, Crestron and Polycom.
• Familiarity with ServiceNow, MFA solutions, Mimecast, iManage and mobile device management.
• Strong technical problem-solving, customer service, communication and documentation skills.
• Experience mentoring colleagues and managing escalated technical incidents.
• Previous law firm experience advantageous; relevant IT qualifications or certifications beneficial.