DVF Recruitment
Executive Support Specialist
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Location: London/ Hybrid
Working Hours: Monday–Friday, between 8:00am and 6:00pm
Shift: Extended out-of-hours rota approximately once every 10–11 weeks
The Opportunity
A leading law firm is looking for an experienced IT Support Analyst to join its Information Services team. This is a hands-on role providing first and second-line technical support to users across the firm, ensuring issues are resolved efficiently and within agreed service levels. You will support a wide range of Microsoft technologies, legal applications, hardware and business-critical systems, while working closely with colleagues across the wider IT function and third-party suppliers.
Key Responsibilities
- Provide first-line and, where appropriate, second-line support for IT applications, systems and equipment.
- Diagnose and resolve hardware, software and connectivity issues, escalating where required.
- Support users with Microsoft 365, Windows 10/11 and a range of legal-specific applications.
- Manage incidents and service requests through the Service Desk, ensuring issues are progressed through to resolution.
- Liaise with second-line teams, wider IS colleagues and third-party suppliers where necessary.
- Assist users in maximising the functionality of existing IT systems and applications.
- Support new joiners, leavers and internal role changes, including account and equipment administration.
- Provide support for desktops, laptops, printers, mobile devices and other end-user hardware.
- Participate in the firm's on-call and extended support rota following an appropriate period of training.
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About You
This firm is looking for someone who is technically capable, proactive and comfortable working in a fast-paced professional environment. You should have:
- At least 12 months' Service Desk experience, ideally within the legal sector.
- Experience supporting Microsoft 365 Apps and Windows 10/11.
- Experience with Microsoft Entra ID, Microsoft Intune, Azure administration and MFA.
- Strong knowledge of Microsoft 365 applications, including Word, Excel and Outlook.
- Experience with Active Directory, Exchange administration, PowerShell and Microsoft Configuration Manager/SCCM.
- Experience supporting Citrix environments and user sessions.
- Excellent communication and customer service skills.
- A methodical, logical and detail-focused approach to troubleshooting.
- The ability to prioritise effectively and work to agreed SLAs.
- A proactive attitude, with the confidence to use initiative and work with minimal supervision.
- A strong team mentality and willingness to learn and develop.
- A relevant Microsoft certification or equivalent technical experience.
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Technical Environment
Experience with some or all of the following would be highly beneficial:
- Microsoft 365
- Windows 10/11
- Active Directory
- Microsoft Entra ID
- Microsoft Intune
- Exchange Admin
- PowerShell
- Microsoft Configuration Manager / SCCM
- Citrix
- iManage Work 10
- 3E Finance Systems
- HighQ
- DocsCorp, including pdfDocs and compareDocs
- BigHand digital dictation
- Sunrise (Sostenuto) or similar Service Desk platforms
- BlackBerry Work/UEM or equivalent MDM solutions
- HP and Microsoft Surface hardware
- iPhone and mobile device administration
Working Pattern
The role operates on a Monday–Friday shift rota between 8:00am and 6:00pm. The firm's hybrid working model generally involves alternate weeks working from the office and from home.
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