Desktop Support Analyst

Desktop Support Analyst / 2nd Line Support Engineer - ServiceNow, Ticket Management, AD/GP, O365, MS Teams, MS Azure, InTune/SCCM, ITIL, IT Customer Service (Internal User Base), VIP Support. Permanent, London / Hybrid, c.£50k - £55k+Bonus +Benefits

Global Law Firm seeks Desktop Support Analyst / 2nd Line Support Engineer to support users in the UK office. You will work alongside the service desk team and provide support to a user base of around 1300 lawyers and business support staff using a range of technologies at the deskside.

The main focus of the role will be to provide high quality 2nd line IT support relating to desktop technologies including laptops, PC and mobile devices; Win10/Win11, O365 inc Outlook and MS Teams, LAN/Wireless and VPN connections, AD/GPo, Windows Server/Azure, SCCM and InTune Endpoint Manager (mobile devices) inc imaging, Citrix, LAN/WAN/VPN connections, DNS / DHCP settings etc.

The majority of the support work will be undertaken at the deskside but with some additional work undertaken over the phone and via remote sessions for escalated 2nd line issues. You play a key role in deployments including laptop imaging and configs with image deployments in SCCM and InTune Autopilot as well as other project work.

Working within an SLA driven ITIL environment you will be responsible for managing 2nd line escalated tickets within the ServiceNow ticketing system and liaising with infrastructure engineers or 3rd party service providers (business application related etc), overseeing fixes within ITIL methodology i.e. employing Service mgmt., Incident mgmt., Problem mgmt. and Change mgmt. principles to resolve and track issues. You will also provide some support for user of law firm focussed systems including Practice Management and Document Management systems which may include iManage, BigHand, Elite 3E, InTapp, Carpe Diem, Laserforms, DocuSign, HighQ, Workshare or similar systems. VIP Support will form a part of this role.

We are searching for a Desktop Support Analyst / 2nd Line Support Engineer / IT Support Analyst who has gained experience working on an SLA driven service desk within an ITIL framework. You will be experienced in managing escalated tickets in ServiceNow (or similar IT Ticketing systems), be confident in your ability to speak with internal users in person and over the phone. VIP support will form a major part of this role and as such communication and personal presentation/professionalism skills will important.

As a 2nd line engineer you will be comfortable supporting Win 10, Win 11, MS O365 (inc MS Outlook, MS Teams), creating and managing user accounts in Active Directory/EntraID and possess experience imaging devices using both SCCM and InTune Autopilot. You will also be familiar with managing endpoints and mobile devices using MECM / Endpoint Manager.

Ideally, you will have been working within a Law Firm environment, Solicitors or Legal Services department or alternatively within a professional or financial services or consultancy within the big 4 inc PwC, KMPG, EY or Deloitte. You will understand the need for a highly professional, business focussed approach at all times. Exceptional opportunity to join a global law firm at a time of exciting onward growth.