IT Support Analyst

This role sits within a Top 150 UK law firm, supporting users across multiple offices. The business is investing in technology, systems, and user experience, giving you real exposure and a clear path to grow.

This is not just a ticket-closing role.

You'll be working closely with lawyers, partners, and business teams, becoming a trusted go-to for IT support while building experience across legal systems, Microsoft 365, and application support.

The Role

• Providing 1st line IT support via phone, email, remote tools, and in person
• Logging, prioritising, and resolving tickets in line with SLAs
• Supporting users with Microsoft 365, Teams, Outlook, and Windows environments
• Troubleshooting hardware, software, and access issues
• Supporting legal systems (case management, document management, time recording)
• Setting up laptops, desktops, mobile devices, and peripherals
• Supporting meeting room and hybrid working technology
• Assisting with user onboarding, permissions, and system access
• Maintaining IT asset inventory and documentation
• Supporting system upgrades, testing, and IT projects
• Identifying recurring issues and contributing to continuous improvement
• Producing and updating knowledge base articles and user guides

• Experience in an IT Support Analyst / Service Desk / 1st Line Support role

• Strong knowledge of Microsoft 365, Windows 10/11, and user administration

• Experience supporting users in a professional services or office environment

• Strong customer service and communication skills

• Ability to troubleshoot and resolve technical issues effectively

• Experience working with ticketing systems and SLAs

• Ability to manage multiple priorities in a fast-paced environment Desirable Experience

• Experience within a law firm or regulated environment

• Exposure to iManage, BigHand, Elite 3E, or similar legal systems

• Knowledge of VPN, Citrix, or remote working technologies

• ITIL Foundation or understanding of ITIL processes

• Basic networking or printer troubleshooting experience About You

• Friendly, approachable, and genuinely enjoy helping people

• Calm under pressure and able to communicate clearly with all users

• Professional and confident working with senior stakeholders

• Proactive and keen to learn and develop

• Detail-focused with a strong sense of ownership

• A team player who contributes to a positive IT function