Senior IT Support Analyst

DGH Recruitment; Greater London; On-site; GBP 43,200 - 52,800; Full time

Job summary

A leading global law firm in London is seeking a Senior IT Support Analyst to provide in-person support and troubleshoot various technical issues. This position requires strong interpersonal and client service skills, especially under pressure. The ideal candidate will have experience with Microsoft tools and legal document management systems. The role involves maintaining incident records and collaborating with support teams to deliver seamless service. Offering a competitive salary of £48,000 per annum.

Qualifications

• Strong interpersonal and client service skills, with a consultative approach.
• Comfortable advising under pressure, managing unknowns, and prioritising tasks.
• Experienced with core Microsoft tools, cloud-based apps, and ideally, legal DMS platforms.

Responsibilities

• Deliver in-person deskside and audio-visual (AV) support.
• Troubleshoot and resolve technical issues.
• Provide advisory support on legal tech tools and configurations for workflows.
• Maintain accurate incident and request records in ServiceNow.

Skills

Interpersonal skills

Client service skills

Microsoft tools

Cloud-based applications

Legal Document Management Systems (DMS)

Job description

Senior IT Support Analyst - Permanent - London - £48,000 per annum

A fantastic opportunity has arisen for a Senior IT Support Analyst to join our London based global law firm on a permanent basis.

Key Responsibilities

• Deliver in-person deskside and audio-visual (AV) support, including event spaces and Tech Hub services.
• Troubleshoot and resolve technical issues across Windows, Office 365, mobile devices, and AV systems.
• Provide advisory support on legal tech tools, core systems, and configurations for legal workflows.
• Maintain accurate incident and request records in ServiceNow, following SLA protocols.
• Manage hardware assets, room setups, outage communications, and preventative checks.
• Collaborate with global and regional support teams to ensure seamless service delivery.

About You

• Strong interpersonal and client service skills, with a consultative approach.
• Comfortable advising under pressure, managing unknowns, and prioritising tasks.
• Experienced with core Microsoft tools, cloud-based apps, and ideally, legal DMS platforms (e.g., iManage).
• Previous technical support experience in legal or professional services is an advantage.
• Willing to participate in an out-of-hours on-call rota.