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
Employment type
Job function
- Information Technology
- Industries: Legal Services and Law Practice
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