IT Helpdesk Analyst

IT Helpdesk Analyst

An exciting opportunity for an experienced IT Helpdesk Analyst to join a major US law firm. This role is dedicated to frontline helpdesk support, assisting users across Europe and, where required, the firm’s global offices. As the first point of contact for technical issues and service requests, you’ll focus on resolving 1st-line issues efficiently and delivering an exceptional level of customer service.

What’s On Offer:

• Salary to £55,000
• Weekly shift rotation covering 8am – 6pm
• Market-leading employee benefits and in-office perks
• City Thameslink / Chancery Lane / Blackfriars

IT Helpdesk Analyst – What You’ll Be Doing:

• Act as the first point of contact for technical incidents and service requests via telephone, email and remote-support tools
• Provide Level 1 helpdesk support to European users and assist the global Help Desk as required
• Log, categorise, prioritise and update incidents and service requests in the incident-management system
• Gather relevant information, diagnose issues and deliver effective first-line troubleshooting
• Resolve common issues involving Windows, Microsoft Office, document-management systems, mobile devices, printers, remote access, passwords and user accounts
• Own tickets through to resolution or escalation, keeping users informed of progress
• Escalate complex, unresolved or high-impact incidents to the appropriate specialist teams
• Identify recurring or widespread issues and report them in line with major-incident procedures
• Monitor relevant system and network alerts, responding or escalating in accordance with established procedures
• Configure and troubleshoot Firm-approved mobile devices, including iPhones

IT Helpdesk Analyst – What We’re Looking For:

• Experience working in a similar IT support role within a law firm
• 2+ years’ experience in a dedicated 1 Line Helpdesk or technical-support role
• Familiarity with remote-support and screen-sharing tools
• Experience troubleshooting hardware, software, printing, connectivity, account-access and mobile-device issues, using ticketing systems such as ServiceNow and supporting document-management platforms such as NetDocuments or equivalent