Full job description2nd 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…