IT Desktop Support Analyst

Overview

IT Desktop Support Analyst/IT Support Specialist position based in London, UK, on a permanent basis for a global law firm.

Responsibilities and Duties

• Primarily provide remote support to colleagues globally; on-site desk-side or meeting room support may be required on premises. Ensure the support hotline has coverage where possible.
• Log all requests in ITSM (ServiceNow) accurately, regardless of channel (phone, email, text, chat, or in person).
• Acknowledge tickets and respond within a reasonable timeframe, even if first-contact resolution isn’t possible.
• Provide regular updates to requestors on ticket progress.
• Ensure tickets are properly categorized, have correct status, and clear priority.
• When a new Problem is identified, open a Problem ticket and coordinate with IT to ensure related IT Cases are linked and root causes are investigated to find workable workarounds or permanent solutions.
• Escalate issues that cannot be resolved due to knowledge or access to 2nd line support, or escalate to appropriate teams such as IT Infrastructure, IT Applications & Development, or external suppliers.
• Deputise for the Senior IT Support Specialist/Lead during absences.

Qualifications & Experience

• MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
• Windows 10
• Mobile Devices – iOS & Android
• Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
• Microsoft Exchange Administration Centre
• Microsoft 365 Admin Centre
• iManage Work

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries: Legal Services and Law Practice

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