Entry Level IT Support

Entry Level IT Support - 1st Line, Helpdesk, Graduate level, Entry Level, Junior Level

Our global law firm client are actively looking to take on a new Helpdesk Support Analyst to join their team on a permanent basis, the firm are very pleasant and despite being global only have around 200 people within the London location, and a team of 4 people within Support.

This role is a fantastic opportunity for someone with an interest in tech looking to kickstart their career within a highly reputable and enabling law firm. The position will be a first point of contact for end users whilst also having the opportunity to handle some 2nd line escalations.

To be considered for this role, It's ideal that you have:

• A degree or qualification within technology
• Prior customer service experience is paramount
• Ideal but not required law firm or professional service experience

Duties and Responsibilities

• Provide 1st level Service Desk support by responding to incoming calls, incidents, and requests.
• Serve as a 2nd level escalation point for issues and on-site intervention as needed.
• Dispatch to deskside to deliver in-person support for hardware, software, and user experience issues.
• Research, diagnose, resolve, and document incidents in a timely and customer-focused manner.
• Escalate unresolved or systemic issues to appropriate engineering or operations teams.
• Provide audio-visual and videoconferencing support, including WebEx, Zoom, and Microsoft Teams.
• Deliver remote and in-person end-user support to ensure productivity and satisfaction.
• Accurately document all incidents, requests, actions taken, and updates in the ServiceNow ticketing system within agreed SLAs.
• Create, review, update, and publish knowledge articles within the ServiceNow knowledgebase.
• Assist with testing, deployments, and troubleshooting in coordination with the third level teams as needed.
• Support printers, hardware, imaging validation, and AV or remote hardware setups.
• Stay current with technology updates, tools, and support best practices.
• Participate in team initiatives aimed at improving service quality, efficiency, and user experience.
• Provide guidance and knowledge-sharing support to other Service Delivery team members.
• Work weekends, holidays, and overtime when required to meet business needs.