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- Tasks: Provide remote and on-site IT support to colleagues globally.
- Company: Join a prestigious global law firm based in London.
- Benefits: Enjoy a permanent position with opportunities for growth and collaboration.
- Why this job: Be part of a dynamic team solving tech challenges in a fast-paced legal environment.
- Qualifications: Experience with MS Office 365, Windows 10, and basic networking is essential.
- Other info: Opportunity to deputize for senior roles and gain valuable experience.
The predicted salary is between 36000 - 60000 £ per year.
A fantastic opportunity has arisen for an IT Desktop Support Analyst/IT Support Specialist to join our London based global law firm on a permanent basis.
Responsibilities and Duties:
- Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise. The team will need to work together to ensure that where possible the support hotline always has coverage.
- All requests for support must be logged in our ITSM (ServiceNow) accurately whether they have been received by phone, email, text, chat, or in person.
- Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact.
- Provide regular updates to the requestor on their tickets regardless of progress made.
- Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.
- Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution.
- Escalate issues that are not possible to resolve due to knowledge or access to 2nd line support, or if the guidance states escalate to the appropriate team such as IT Infrastructure or IT Applications & Development, or external supplier support.
- Deputise for the senior IT Support Specialist/Lead during absences.
Qualifications & Experience:
- MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
- Windows 10
- Mobile Devices – iOS & Android
- Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
- Experience working within a law firm is essential
- Microsoft Exchange Administration Centre
- Microsoft 365 Admin Centre
- iManage Work
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Law Practice and Legal Services
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IT Desktop Support Analyst employer: Dghrecruitment
Contact Detail:
Dghrecruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Desktop Support Analyst
✨Tip Number 1
Familiarize yourself with the specific ITSM tools mentioned in the job description, especially ServiceNow. Having hands-on experience or knowledge about how to log and manage tickets effectively will give you a significant edge during the interview.
✨Tip Number 2
Since this role involves providing support globally, practice your communication skills. Be prepared to demonstrate how you would handle support requests from colleagues in different time zones and cultures, ensuring clarity and professionalism.
✨Tip Number 3
Highlight any previous experience you have working in a law firm or similar environments. Understanding the unique challenges and requirements of legal professionals can set you apart from other candidates.
✨Tip Number 4
Brush up on your technical knowledge, particularly around Microsoft Office 365 and basic networking concepts. Being able to discuss these topics confidently will show that you're well-prepared for the technical aspects of the role.
We think you need these skills to ace IT Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially within a law firm. Emphasize your skills with MS Office 365, Windows 10, and any experience with ITSM tools like ServiceNow.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to provide remote support and manage IT tickets effectively.
Highlight Technical Skills: Clearly list your technical skills related to the job description, such as knowledge of mobile devices, basic networking, and experience with Microsoft Exchange and iManage Work. This will show you meet the qualifications required.
Showcase Problem-Solving Abilities: Provide examples in your application of how you've successfully resolved IT issues in the past. Highlight your ability to escalate problems appropriately and work collaboratively with teams to find solutions.
How to prepare for a job interview at Dghrecruitment
✨Show Your Technical Skills
Be prepared to discuss your experience with MS Office 365, Windows 10, and mobile devices. Highlight any specific instances where you've successfully resolved technical issues, especially in a law firm setting.
✨Demonstrate Your Communication Skills
Since you'll be providing support remotely and on-site, it's crucial to showcase your ability to communicate effectively. Practice explaining technical concepts in simple terms, as you may need to assist colleagues who are not tech-savvy.
✨Understand the Importance of Ticket Management
Familiarize yourself with ITSM tools like ServiceNow. Be ready to discuss how you would log, categorize, and prioritize support tickets, and emphasize the importance of keeping requestors updated on their ticket status.
✨Prepare for Problem-Solving Scenarios
Anticipate questions about how you would handle unresolved issues or escalate problems. Think of examples from your past experiences where you identified root causes and worked towards viable solutions.
