DVF Recruitment
IT Technical Escalation Analyst
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IT Technical Escalation Analyst
Technical Escalation Analyst
We're looking for an experienced Technical Escalation Analyst to join a busy IT team supporting a global Law Firm environment. This role is ideal for someone with a strong technical background, excellent customer service skills, and previous experience supporting users within a law firm.
What You'll Be Doing
- Provide 2nd line IT support via phone, email and in person.
- Troubleshoot and resolve hardware, software and application issues.
- Manage incidents through ServiceNow, taking ownership through to resolution.
- Support Windows 11, Microsoft 365, laptops, desktops and mobile devices.
- Support legal applications including iManage, Intapp, Elite 3E, BigHand and other business-critical systems.
- Set up and support audio/video conferencing, meeting rooms and onsite events.
- Escalate complex issues where required while maintaining excellent customer service.
- Participate in an out-of-hours on-call rota and occasional travel to other offices.
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What We're Looking For
- At least 2 years' IT Support or Technical Escalation experience within a professional services firm.
- Strong troubleshooting skills across Windows, Microsoft 365 and desktop hardware.
- Experience supporting legal applications and document management systems.
- Excellent communication and customer service skills.
- Ability to manage multiple priorities in a fast-paced professional services environment.
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Desirable: Experience with ServiceNow, Microsoft Intune, audio-visual technologies, and an ITIL Foundation qualification.
If you're passionate about delivering exceptional IT support and enjoy working in a collaborative, customer-focused environment, we'd love to hear from you.
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