2nd Line Support Analyst, IT Escalation Analyst, Legal IT, Law Firm, Part Remote

2nd Line Support Analyst, IT Escalation Analyst, Legal IT, Law Firm, Professional Services, Part Remote

IT Escalation Analyst / 2nd Line Support Analyst / Desktop Support Analyst required to work for a Law Firm in the City of London. However, this is a part-remote role where it is one week in the office and one week off. There is also an on-call policy tied to this role, but you will be compensated generously for this.

In a nutshell, the ideal candidate will have at least two years' IT service desk or IT support experience within a law firm or similar professional services environment, strong troubleshooting skills across desktop hardware, laptops, Microsoft Office, Windows 11 and legal-sector applications, and the confidence to act as an escalation point for first-line support.

You should be highly customer-focused, calm under pressure, proactive in managing issues through to resolution, and comfortable providing audio / video conferencing and onsite event support.

Skills & Experience Required:

• Excellent troubleshooting skills, with demonstrable knowledge of desktop hardware, and laptops
• A minimum of 2 years' IT service desk/ IT support experience within a law firm
• Experience of core Microsoft Office products - Word, Excel, PowerPoint and Outlook
• A thorough understanding of legal software and technologies
• Audio/Video conference knowledge desirable
• Experience with ServiceNow desirable
• ITIL Foundation qualification desirable, or equivalent experience
• Customer-focused with a flexible attitude
• Excellent communication skills
• Good understanding of a high pressured, professional services environment
• Able to work under pressure and to tight deadlines
• Ability to own tasks through to completion
• Logical and calm, able to inspire confidence and credibility
• High discretion and confidentiality

This is a great opportunity and salary is dependent upon experience. Apply now for more details