IT Support Analyst

Charles Russell Speechlys; Milano (TX); On-site; USD 37,000 - 60,000; Full time

Job summary

Charles Russell Speechlys in Milan is seeking an IT Support Analyst to deliver professional IT support across Europe. Based in the Milan office, you will be the sole IT support specialist here and collaborate with the wider European team.

You will handle incidents and requests with a strong focus on customer service, manage tickets end-to-end, and assist with setup of virtual meetings, asset management, and documentation.

Qualifications

• At least 2 years in a busy IT support environment.
• Strong diagnostic and troubleshooting abilities.
• Experience supporting MS Windows and Office applications (Outlook/Word).
• Knowledge of Document Management Systems (iManage) or related tools.
• Understanding of ITIL principles is beneficial.

Responsibilities

• Deliver professional IT support to European offices; log, action and resolve tickets per IT standards and SLAs.
• Build relationships with stakeholders at all levels; manage expectations and communicate timelines clearly.
• Troubleshoot hardware, software and applications; perform root cause analysis and escalate when needed.
• Support setup of internal and external virtual meetings and presentations; assist with training.

Skills

IT support

Customer service

Troubleshooting

MS Windows & Office

ITIL knowledge

English & Italian

Tools

iManage

Intapp

Microsoft Office

Job description

The IT Support Analyst will play a pivotal role in delivering professional, high-quality IT support and assistance across all aspects of technology. Based in the Milan office, the Analyst will be the sole IT support specialist in this location yet will work collaboratively as part of the broader European team.

This position requires a strong focus on providing an excellent level of customer service, as the Analyst will handle requests from all European offices, ensuring prompt and effective resolution of IT issues. The Analyst will take ownership of these issues, demonstrating a commitment to resolving them thoroughly and efficiently.

The IT Support Analyst for Milan will report to the European Service Delivery Manager and will work closely with the IT Service Desk based in the UK.

Role and Responsibilities

• Deliver professional and consistent IT support to European offices by efficiently managing all types of incidents and requests. Ensure every contact is logged, actioned, and responded to promptly, in alignment with IT standards, targets, processes, and SLAs. Demonstrate accountability by taking ownership of all tickets and diligently seeing them through to resolution.
• Build strong working relationships with stakeholders at all levels, including Partners, senior fee earners and business leaders. Effectively manage expectations by providing clear communication, setting realistic timelines, and ensuring stakeholders are kept informed throughout the lifecycle of incidents and requests.
• Operate effectively in a high-demand environment where responsiveness, prioritisation, and service quality are critical to supporting a client-facing business.
• Perform detailed troubleshooting and root cause analysis across a range of hardware, software, and application issues, taking ownership through to resolution and escalating where appropriate.
• Promoting use of the IT systems and conducting limited 1 1 training.
• Configure, manage and maintain IT equipment, including laptops, multi-functional devices, printers, and smartphones. Ensure all equipment is accurately tracked and updated in the asset management system.
• Exchange and move IT equipment as required.
• Work closely with colleagues in the Europe and UK
• Assist with central Service Desk functions as required.
• Assist with the setup and support of internal and external virtual meetings and presentations.
• Alert colleagues of recurring incidents and potential issues.
• Managing a local supply of IT stock equipment and accessories.
• Utilise and update the Knowledge Base while assisting with the creation and maintenance of documentation.
• Travel to other offices in the Europe as required.

Qualifications and Experience

• At least 2 years’ experience working in a busy IT support team, within a legal or professional services organisation.
• Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues independently.
• Sound knowledge of supporting MS Windows and Office, particularly Outlook and Word.
• Good understanding of PC hardware and software setup and configuration.
• Knowledge of Document Management Systems, preferably iManage.
• Understanding of software deployment packages.
• Knowledge of legal-specific applications such as InterAction and Intapp is an advantage.
• Understanding of the ITIL principles.

Person Specification

• Fluent Italian and English speaker with fluent Italian and English writing skills.
• Knowledge of French or German, verbal and written desirable.
• Demonstrate excellent customer service skills, with the ability to convey technical information to nontechnical staff and maintain good interpersonal relationships at all levels within the firm and IT team.
• Exhibit strong time management and organisational skills, ensuring deadlines are met and staff needs are addressed promptly.
• Highly effective stakeholder management skills, including the ability to manage expectations, handle challenging interactions, and communicate effectively with both technical and non-technical users.
• Remain calm and effective under pressure, particularly when supporting time-critical business activities, applying strong analytical and problem-solving skills to resolve issues quickly and efficiently.
• Show adaptability to changing requirements and technologies, and flexibility in working hours, including outside of core hours.
• Work independently and collaboratively as part of a team, taking responsibility for tasks and outcomes.
• Highly motivated and methodical.

Competencies

• Working together
• Integrity and respect
• Inclusive
• Personal impact and growth
• Driving high standards
• Commercial mindset
• Client - centric
• Responsible Business