> Markdown version of [/jobs/ext/1559568-2nd-line-support-analyst-it-escalation-analyst-legal-it-law-firm-part-remote](https://www.wearedevelopers.com/jobs/ext/1559568-2nd-line-support-analyst-it-escalation-analyst-legal-it-law-firm-part-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Support Analyst, IT Escalation Analyst, Legal IT, Law Firm, Part Remote - **Company:** Carrington Recruitment Solutions Ltd - **Location:** London, UK (Remote available) - **Experience:** Experienced - **Salary:** £40,000.0 - £45,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Outlook, Law Practice Management Software, Microsoft Office, Microsoft PowerPoint, Computer Equipment, Laptops, Servicenow - **Published:** July 6, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5789576720 ## About the Role 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)