IT Support Analyst
IT Support Analyst
Location: London
Working Pattern: 5 days onsite
Hours: Monday-Friday, 9:30am-5:30pm (flexibility required)
Overview
We are seeking an experienced Senior IT Support Analyst to provide high-quality 1st and 2nd line IT support within a professional services environment. This role is critical in ensuring the smooth operation of end-user computing, communication, and conferencing systems, with a strong focus on customer service and operational excellence.
The IS Analyst will work closely with internal IT teams and third-party managed service providers, acting as an escalation point and supporting users across multiple international offices.
Key Responsibilities Support & Operations
- Provide 2nd line escalation support for complex technical issues.
- Act as an escalation point for managed service providers.
- Deliver remote and in-person technical support to end users.
- Support audio-visual and virtual meeting platforms (eg Teams, Zoom, WebEx).
- Accurately log, update, and resolve incidents via the ticketing system.
- Maintain knowledgebase documentation and support articles.
Hardware & Systems
- Build, image, and deploy laptops to corporate standards.
- Support laptops, desktops, mobile devices (iPhones and iPads), and home-office setups.
- Manage hardware inventory and consumable stock.
- Troubleshoot printers and peripheral devices.
- Support onboarding and IT induction for new joiners.
Systems & Infrastructure
- Perform basic network administration and user access management.
- Assist with server and data centre equipment where required.
- Support Active Directory and Exchange environments.
Additional Responsibilities
- Contribute to team projects aimed at improving service quality and efficiency.
- Provide out-of-hours support when required.
- Participate in a weekend on-call rota (minimum one weekend per month).
Skills & Experience Experience
- Minimum 5 years' IT support experience within a legal or professional services environment.
- Strong experience supporting:
- Windows 10/11
- Microsoft 365
- Apple iOS devices
- AV and video conferencing technologies
- Legal document management systems (eg iManage or similar)
Technical Knowledge
- Exposure to or experience with:
- Active Directory and Exchange Online
- Practice management systems (eg Elite 3E or similar)
- Document comparison tools (eg Workshare)
- Security platforms such as Duo (2FA)
- Lenovo laptops, HP printers, and Canon devices
Qualifications
- Degree or equivalent experience preferred.
- ITIL v4 Foundation or similar certification advantageous.
Personal Attributes
- Strong customer service mindset with excellent communication skills.
- Professional, reliable, and well-organised.
- Comfortable managing multiple priorities in a fast-paced environment.
- Proactive, detail-oriented, and solution focused.
- Able to work independently and collaboratively as part of a team.
Why Apply?
This is a hands-on role offering exposure to a broad range of technologies within a structured, professional environment. You'll play a key role in delivering high-quality IT support to a demanding user base while working closely with experienced IT professionals.