Senior IT Support Analyst

IT Support Analyst

Location: London Working Pattern: 5 days onsite Hours: Monday-Friday, 9:30am-5:30pm (flexibility required)

Overview

We are seeking an experienced Senior IT Support Analyst to provide high-quality 1st and 2nd line IT support within a professional services environment. This role is critical in ensuring the smooth operation of end-user computing, communication, and conferencing systems, with a strong focus on customer service and operational excellence.

The IS Analyst will work closely with internal IT teams and third-party managed service providers, acting as an escalation point and supporting users across multiple international offices.

Key Responsibilities Support & Operations

• Provide 2nd line escalation support for complex technical issues.
• Act as an escalation point for managed service providers.
• Deliver remote and in-person technical support to end users.
• Support audio-visual and virtual meeting platforms (eg Teams, Zoom, WebEx).
• Accurately log, update, and resolve incidents via the ticketing system.
• Maintain knowledgebase documentation and support articles.

Hardware & Systems

• Build, image, and deploy laptops to corporate standards.
• Support laptops, desktops, mobile devices (iPhones and iPads), and home-office setups.
• Manage hardware inventory and consumable stock.
• Troubleshoot printers and peripheral devices.
• Support onboarding and IT induction for new joiners.

Systems & Infrastructure

• Perform basic network administration and user access management.
• Assist with server and data centre equipment where required.
• Support Active Directory and Exchange environments.

Additional Responsibilities

• Contribute to team projects aimed at improving service quality and efficiency.
• Provide out-of-hours support when required.
• Participate in a weekend on-call rota (minimum one weekend per month).

Skills & Experience Experience

• Minimum 5 years' IT support experience within a legal or professional services environment.
• Strong experience supporting:

• Windows 10/11
• Microsoft 365
• Apple iOS devices
• AV and video conferencing technologies
• Legal document management systems (eg iManage or similar)

Technical Knowledge

• Exposure to or experience with:

• Active Directory and Exchange Online
• Practice management systems (eg Elite 3E or similar)
• Document comparison tools (eg Workshare)
• Security platforms such as Duo (2FA)
• Lenovo laptops, HP printers, and Canon devices

Qualifications

• Degree or equivalent experience preferred.
• ITIL v4 Foundation or similar certification advantageous.

Personal Attributes

• Strong customer service mindset with excellent communication skills.
• Professional, reliable, and well-organised.
• Comfortable managing multiple priorities in a fast-paced environment.
• Proactive, detail-oriented, and solution focused.
• Able to work independently and collaboratively as part of a team.

Why Apply?

This is a hands-on role offering exposure to a broad range of technologies within a structured, professional environment. You'll play a key role in delivering high-quality IT support to a demanding user base while working closely with experienced IT professionals.

• Minimum 5 years' IT support experience within a legal or professional services environment.
• Strong experience supporting:

• Windows 10/11
• Microsoft 365
• Apple iOS devices
• AV and video conferencing technologies
• Legal document management systems (eg iManage or similar)

Technical Knowledge

• Exposure to or experience with:

• Active Directory and Exchange Online
• Practice management systems (eg Elite 3E or similar)
• Document comparison tools (eg Workshare)
• Security platforms such as Duo (2FA)
• Lenovo laptops, HP printers, and Canon devices, * Degree or equivalent experience preferred.

• ITIL v4 Foundation or similar certification advantageous.

Personal Attributes

• Strong customer service mindset with excellent communication skills.
• Professional, reliable, and well-organised.
• Comfortable managing multiple priorities in a fast-paced environment.
• Proactive, detail-oriented, and solution focused.
• Able to work independently and collaboratively as part of a team.