1st / 2nd Line IT Support Analyst- ***Legal experience needed***
Location: London – Hybrid working
Sector: Global Law Firm
A global law firm based in London is seeking a 1st / 2nd Line IT Support Analyst to join its established IT team. This role is ideal for a customer-focused IT professional who enjoys working in a fast-paced, professional services environment and delivering high-quality support to end users.
The Role
You will provide 1st and 2nd line support to legal and business services staff, handling incidents, service requests, and escalations while maintaining a high standard of customer service. This is a hands‑on, onsite role requiring strong communication skills, technical capability, and attention to detail.
Key Responsibilities
- Provide 1st and 2nd line support for end‑user hardware, software, and applications.
- Troubleshoot issues across Windows 10/11, Microsoft 365, and Active Directory environments.
- Support laptops, desktops, mobile devices (iOS), printers, and peripherals.
- Log, manage, and resolve incidents and service requests via an ITSM tool (ServiceNow, Zendesk or similar).
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
- Assist with onboarding and offboarding of users, including device setup and access provisioning.
- Troubleshoot and support document management and legal applications (e.g. iManage or similar).
- Provide AV and video conferencing support (Teams, Zoom, Webex).
- Maintain accurate IT asset records and assist with hardware refresh projects.
- Escalate complex issues to senior IT staff or third‑party vendors as required.
Skills & Experience Required
- Previous experience providing 1st / 2nd line IT support in a professional services environment (legal sector preferred).
- Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
- Experience with an ITSM / ticketing system (ServiceNow, Zendesk or similar).
- Exposure to document management systems such as iManage.
- Excellent customer service and communication skills.
- Ability to work onsite in a demanding, customer‑facing environment.
Why Apply?
- Join a global law firm with a collaborative and professional culture.
- Gain exposure to legal technologies and enterprise IT environments.
- Develop your skills in a visible, user‑facing support role.
Apply if you’re keen and have previous legal experience
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