At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a leading law firm.
- Company: Join a prestigious law firm in London with a hybrid work model.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on teamwork and career advancement.
- Why this job: Be the go-to tech hero, solving problems and making a real difference.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and experience with legal applications.
The predicted salary is between 45000 - 45000 £ per year.
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.
Key Experience
- 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.
2nd Line Support Analyst employer: Dgh Recruitment
As a leading professional services firm, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring that our Data Management & Governance Specialists can thrive in a dynamic environment while enjoying the benefits of a hybrid working model in London. Join us to be part of a team that values data integrity and promotes best practices across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Dgh Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Dgh Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Dgh Recruitment!
✨Direct Apply to Dgh Recruitment
Let's not forget to apply directly through the Dgh Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Dgh Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Dgh Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Dgh Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
