2nd Line Support Analyst, IT Escalation Analyst, Legal IT, Law Firm, Part Remote

2nd Line Support Analyst, IT Escalation Analyst, Legal IT, Law Firm, Professional Services, Part RemoteIT Escalation Analyst / 2nd Line Support Analyst / Desktop Support Analyst required to work for a Law Firm in the City of London. However, this is a part-remote role where it is one week in the office and one week off. There is also an on-call policy tied to this role, but you will be compensated generously for this. In a nutshell, the ideal candidate will have at least two years'' IT service desk or IT support experience within a law firm or similar professional services environment, strong troubleshooting skills across desktop hardware, laptops, Microsoft Office, Windows 11 and legal-sector applications, and the confidence to act as an escalation point for first-line support. You should be highly customer-focused, calm under pressure, proactive in managing issues through to resolution, and comfortable providing audio / video conferencing and onsite event support. Skills and Experience Required: Excellent troubleshooting skills, with demonstrable knowledge of desktop hardware, and laptopsA minimum of 2 years'' IT service desk/ IT support experience within a law firmExperience of core Microsoft Office products - Word, Excel, PowerPoint and OutlookA thorough understanding of legal software and technologiesAudio/Video conference knowledge desirableExperience with ServiceNow desirableITIL Foundation qualification desirable, or equivalent experienceCustomer-focused with a ..... full job details .....