Legal 500 was founded by John Pritchard in 1987 as the original clients’ guide to law firms, the first of its kind. It is now a data-driven, AI-optimised research platform which benchmarks, informs and connects providers and users of legal services in over 100 countries worldwide.
Our research and data are trusted and relied upon by corporate clients globally as an essential part of the process, both of instructing law firms with new mandates, and when reviewing existing mandates or panels.
We exist to empower both buyers and sellers in the international legal marketplace to make better decisions and have improved outcomes for their organisations. This is achieved by leveraging a trusted, comprehensive research process with a unique, vast, proprietary and constantly updated set of client-supplied data, unrivalled in the market.
On the supply side of the legal market, every year Legal 500’s team of over 150 researchers, technologists, data analysts, journalists and content specialists collate and review 60,000+ data-submissions from law firms and conduct interviews with thousands of leading law firm partners. On the demand side, Legal 500 analyses confidential data from 300,000+ commercial law firm clients to benchmark law firms and lawyers by practice area; industry; jurisdiction; as well as by proprietary client satisfaction metrics, NPS®, and other qualitative and quantitative criteria.
Legal 500 is the only source of this depth of global research and data on law firms, lawyers and their clients.
About the Role
We’re hiring a 2nd Line IT Support Analyst to join our IT team in London.
This is a hands‑on, on‑site role where you’ll be supporting users directly as well as managing escalated issues. It goes beyond typical ticket resolution, we’re looking for someone who will bring structure, improve processes, and reduce recurring issues.
You’ll play an important role in helping us improve how IT support operates, not just resolving issues as they come in.
Key Responsibilities
Support & Ticket Management
- Own and resolve 2nd line tickets end-to-end
- Effectively prioritise and triage ticket queues
- Maintain high-quality ticket updates and documentation
Hands‑On Support
- Provide deskside support, including hardware, cabling and troubleshooting
- Support Windows and Mac devices
- Troubleshoot across applications, access, and connectivity
Systems & Admin Support
- Support Microsoft 365 (Exchange, Teams, SharePoint)
- Assist with user access and system administration
- Diagnose issues using logs and system data
- Identify recurring issues and implement longer‑term fixes
- Improve processes, workflows, and ticket handling
- Contribute to a more structured and efficient support function
What We’re Looking For
- Proven 2nd Line IT Support experience
- Strong troubleshooting across devices, applications, and users
- Experience supporting Microsoft 365 environments
- Solid understanding of ticketing systems, SLAs, and prioritisation
- Comfortable working on‑site and hands‑on with users
- Proactive mindset improves processes, not just fixes tickets
- Strong ticket hygiene and organisation
- Experience identifying and reducing repeat issues
- Some exposure to Mac environments
- Basic networking knowledge
Working Pattern
- Full‑time, 5 days per week in office (London Fleet Street)
- Core hours: 8 am–6 pm (shift coverage)
- Occasional travel to other offices (e.g. Bristol / Leeds)
