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# IT User Support Specialist/IT Support Analyst

- **Company:** DGH Recruitment
- **Location:** London, UK
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Document Management Systems, Microsoft PowerPoint, Software Engineering, Computer Equipment, Data Management
- **Published:** August 28, 2026
- **Apply:** https://www.totaljobs.com/job/user-support-analyst/dgh-recruitment-job107909753

## About the Role

* Prior experience at a US law firm is preferable;
 * At least 3 years' experience providing direct support to customers, preferably in the
legal environment;

 * At least 3 years' experience in configuring, installing and maintaining PC operating
systems and related devices;

 * At least 3 years' experience in supporting handheld devices and associated software and
devices;

 * Prior experience or exposure to Telecoms and Video Conferencing equipment is
ideal;

 * Take responsibility for personal and team results, demonstrate integrity and ethical
behaviour, support and respect for all;

 * Excellent communication skills;
 * Excellent knowledge of MS Office Systems and Data Management systems. Any other IT
qualifications not essential but could be advantageous;

 * A+ Hardware and an awareness of/qualifications in the ITIL framework will be considered a
good bonus;

 * Excellent communication (written/spoken English) skills;
 * Strong hardware/PC peripheral trouble-shooting skills;
 * Experience of working in a Law firm IT Department is preferred;
 * The preferred candidate would have an excellent working knowledge of administering and
supporting a Document Management system;

IT User Support Specialist/IT Support Analyst

## Description

* Provide assistance by liaising with clients via email, telephone or in person as part of
the London IT Service;

 * Ensure that all support requests are dealt with promptly and escalate unresolved issues to
the London IT Manager or teams in London and New York;

 * Log all calls using Helpdesk Software (iSupport);
 * Escalate calls to the appropriate teams with the assistance of the IT User Support
Coordinator;

 * Must be able to prioritise support requests and keep clients informed of the status of
their query;

 * Provide direct hands on IT support to users in a Microsoft Windows environment;
 * Troubleshoot a wide variety of Hardware and Software issues across the London
office;

 * Assist with the planning, scheduling and execution of computer equipment installations,
imaging, upgrades and effectively escalating user requests, problem trends and business
needs where required;

 * Will at times be asked by the London IT Manager to liaise with The Training Department in
NY to provide training for new joiners on Microsoft Word, Excel and PowerPoint; Document
Management and Telephone Systems;

 * Will at times be asked to help plan and run training workshops designed to increase skills
in specific areas of IT based on support call trends;

 * Help maintain and inventorise and look after all stock but particularly that of the loan
Hardware, primarily the loan laptops and mobile devices;

 * Assist with the installation and maintenance and removal of computer hardware and
software


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