DGH Recruitment
2nd Line Support Analyst
London
£40k – £45k/yr
Posted 1 day ago
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2nd Line Support Analyst
2nd Line Support Analyst - London/Hybrid - Permanent - £45k
A fantastic opportunity has arisen for a 2nd Line Support Analyst to join our client, a leading law firm based in London.
Key Responsibilities
- Act as the first point of contact for IT support via phone, email, and in person, resolving issues promptly and professionally.
- Provide 2nd line technical support and act as the escalation point for the Service Desk.
- Support desktop hardware, laptops, Windows 11, and Microsoft Office applications.
- Troubleshoot and support key business applications including iManage, Intapp, Elite 3E, BigHand, Workshare Compare, DocX Tools, InterAction, and Adobe Suite.
- Support mobile device management, including Intune, and mobile devices running iOS and Android.
- Log, track, update, and manage incidents using ServiceNow, ensuring ownership through to resolution.
- Escalate unresolved issues in line with agreed procedures while maintaining service levels.
- Keep users informed of progress and proactively manage workload and priorities.
- Provide audio and video conferencing support for meeting rooms, virtual meetings, and onsite events.
- Deliver remote support and travel to other offices where required.
- Participate in the out-of-hours on-call rota, providing technical escalation support outside normal business hours.
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Key Experience
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- Minimum of 2 years' IT Service Desk or IT Support experience within a law firm.
- Strong troubleshooting skills across desktop hardware and laptops.
- Experience supporting Windows 11 and Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Experience supporting legal applications including iManage, Intapp, Elite 3E, BigHand, Workshare Compare, DocX Tools, and InterAction.
- Experience with mobile device management, preferably Microsoft Intune, and iOS/Android devices.
- Experience using ServiceNow or a similar IT Service Management platform.
- Knowledge of audio and video conferencing technologies.
- Understanding of ITIL principles; ITIL Foundation certification is desirable or equivalent experience.
- Excellent communication and customer service skills with the ability to work in a fast-paced professional services environment.
- Able to manage multiple priorities, work to deadlines, take ownership of issues through to resolution, and maintain a high level of discretion and professionalism.
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Skills
Technical Support
Troubleshooting
Windows 11
Microsoft Office
iManage
Intapp
Elite 3E
BigHand
Workshare Compare
DocX Tools
InterAction
Adobe Suite
Mobile Device Management
ServiceNow
Audio Conferencing
Video Conferencing
Location