At a Glance
- Tasks: Support users directly and manage escalated IT issues with a proactive approach.
- Company: Join Legal 500, a leading data-driven research platform in the legal sector.
- Benefits: Competitive salary, hands-on experience, and opportunities for process improvement.
- Other info: Dynamic office environment in London with excellent career growth potential.
- Why this job: Make a real impact by enhancing IT support processes and user experiences.
- Qualifications: Proven 2nd Line IT Support experience and strong troubleshooting skills.
The predicted salary is between 30000 - 40000 £ per year.
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)
2nd Line Support Analyst in London employer: Legal 500
Legal 500 is an exceptional employer that fosters a collaborative and innovative work culture, where your contributions directly impact the efficiency of IT support operations. Located in the vibrant heart of London, we offer our employees opportunities for professional growth and development, alongside a supportive environment that values proactive problem-solving and process improvement. Join us to be part of a dynamic team that empowers both legal service providers and clients through cutting-edge research and data-driven insights.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst in London
✨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 Legal 500 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 Legal 500 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 Legal 500!
✨Direct Apply to Legal 500
Let's not forget to apply directly through the Legal 500 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 in London
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 Legal 500.
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 Legal 500. 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 Legal 500
✨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.
