Support Analyst

Overview

IT Support Analyst – London | Full-time | PermanentWe are a growing law firm seeking a Support Analyst to act as the face of its technology function in the London office. This is a hands-on, client-facing role ideal for someone who thrives in a service-led environment and enjoys working across hardware, software, and vendor coordination.The Role

Working alongside outsourced MSP partners, you''ll provide direct deskside support to staff, manage IT assets, and ensure smooth delivery of technology services. You''ll also play a key role in liaising with third-party providers, supporting meeting room tech, and contributing to system upgrades and new implementations.Responsibilities

End-User and Deskside Support: Provide on-site IT support across hardware, software, and peripherals; Conduct regular floor walks and proactively resolve user issues; Analyse service desk trends and flag training needsVendor Liaison and Escalation: Collaborate with outsourced IT providers and escalate unresolved issues; Maintain accurate ticketing records and oversee third-party work scheduling; Ensure SLAs are met and service quality remains highMeeting Room and Remote Support: Maintain and support AV/conferencing facilities with daily checks and in-meeting assistance; Set up temporary equipment for off-site teams as neededTechnology and Process Improvement: Stay familiar with firm systems and suggest service enhancements; Support new technology rollouts and IT projectsAsset and Record Management: Maintain asset registers and manage hardware replacements; Oversee user account changes, address book updates, and documentation accuracy; Keep IT storage areas clean and organisedJoiners and Leavers: Ensure new starters are fully equipped and accounts configured correctly; Manage leaver offboarding and hardware recoveryAbout You

Experience and Skills

2+ years'' IT support experience in a professional services environment (legal preferred)Strong customer service orientation and confident communication styleHands-on experience with Microsoft 365, Windows, Active Directory, and mobile supportFamiliarity with legal tech (e.g. iManage, Citrix, Aderant, Bighand) is highly desirableComfortable working independently and flexibly, including occasional travel to international officesThis is a great opportunity to take ownership of on-site IT support in a collaborative, fast-paced firm. If you''re proactive, personable, and ready to make an impact, we''d love to hear from you.Due to the high volume of applications, we are not able to respond to all enquiries. If you have not received a response within 72 hours, please assume you have not been shortlisted at this stage, however thank you for taking the time to ..... full job details .....