Support Analyst

IT Support Analyst

London | Full-time | Permanent

We're working with a growing law firm seeking a Support Analyst to act as the face of its technology function in the London office. This is a hands-on, client-facing role ideal for someone who thrives in a service-led environment and enjoys working across hardware, software, and vendor coordination.

The Role

Working alongside outsourced MSP partners, you'll provide direct deskside support to staff, manage IT assets, and ensure smooth delivery of technology services. You'll also play a key role in liaising with third-party providers, supporting meeting room tech, and contributing to system upgrades and new implementations.

Key Responsibilities

End-User & Deskside Support

• Provide on-site IT support across hardware, software, and peripherals
• Conduct regular floor walks and proactively resolve user issues
• Analyse service desk trends and flag training needs

Vendor Liaison & Escalation

• Collaborate with outsourced IT providers and escalate unresolved issues
• Maintain accurate ticketing records and oversee third-party work scheduling
• Ensure SLAs are met and service quality remains high

Meeting Room & Remote Support

• Maintain and support AV/conferencing facilities with daily checks and in-meeting assistance
• Set up temporary equipment for off-site teams as needed

Technology & Process Improvement

• Stay familiar with firm systems and suggest service enhancements
• Support new technology rollouts and IT projects

Asset & Record Management

• Maintain asset registers and manage hardware replacements
• Oversee user account changes, address book updates, and documentation accuracy
• Keep IT storage areas clean and organised

Joiners & Leavers

• Ensure new starters are fully equipped and accounts configured correctly
• Manage leaver offboarding and hardware recovery

About You

Experience & Skills

• 2+ years' IT support experience in a professional services environment (legal preferred)
• Strong customer service orientation and confident communication style
• Hands-on experience with Microsoft 365, Windows, Active Directory, and mobile support
• Familiarity with legal tech (e.g. iManage, Citrix, Aderant, Bighand) highly desirable
• Comfortable working independently and flexibly, including occasional travel to international offices

This is a great opportunity to take ownership of on-site IT support in a collaborative, fast-paced firm. If you're proactive, personable, and ready to make an impact, we'd love to hear from you.

Due to the high volume of applications, we are not able to respond to all enquiries. If you have not received a response within 72 hours, please assume you have not been shortlisted at this stage, however thank you for taking the time to apply.

Ryder Reid Legal is a recruitment specialist. For over thirty years we've been connecting legal talent with many of the leading law firms in London and internationally. Follow our LinkedIn page for the latest vacancies.

https://company/ryder-reid-legal