IT Support Analyst

Are you an experienced IT Support professional looking for a role with variety, visibility, and the chance to work in a high-performing global environment? We're partnering with an international law firm to hire an IT Support Analyst for their London office. This is a fantastic opportunity to build relationships across the business, support senior stakeholders, and develop your technical skills across a broad range of technologies. The Role As an IT Support Analyst, you'll be part of a collaborative, friendly team delivering high-quality, client-focused technical support. Your day will involve a mix of service desk work, walk-up support, AV/meeting assistance, and involvement in small projects and service improvement initiatives. You'll support users at all levels-including Partners and senior leaders-so professionalism, reliability, and strong communication skills are key. What You'll Do

• Provide excellent 1st/2nd line support via phone, email, walk-up and remote channels
• Log, prioritise, and resolve incidents and service requests in line with ITIL practices
• Support Microsoft Office, Windows 10/11, iManage, mobile devices, and other core firm applications
• Troubleshoot laptops, printers, remote access, and a range of peripherals
• Deliver AV and technical support for meetings, hearings, and events (both onsite and virtual)
• Assist with local IT projects and ongoing service improvements
• Help manage IT assets, including laptops, mobiles, and accessories
• Work closely with global colleagues and third-party suppliers when required
• Maintain and contribute to internal knowledge-base articles

• Around 3+ years' experience in IT support, ideally in legal or professional services

• Strong troubleshooting experience in Windows 10/11 and Microsoft Office

• Good understanding of Active Directory / Entra ID

• Familiarity with networking basics (DNS, DHCP)

• Experience supporting printers/MFPs and mobile devices (iOS/Android)

• Calm, organised, and able to prioritise in a busy environment

• Excellent communication and customer service skills

• A proactive, solutions-focused mindset and willingness to learn Desirable Extras

• iManage experience

• AV/VC support (Teams, Zoom, Poly)

• ITIL Foundation, CompTIA A+/Network+, MCP/MCTS

• Experience with Intune or MobileIron

• Knowledge of Lenovo, Microsoft, HP, or Ricoh hardware