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

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