Help Desk Analyst 1st & 2nd Line Support – International Law Firm – Generous salary and benefits

  • Job Type :


  • Salary : Up to £50,000

Niche international law firm is looking to hire a new Help Desk Analyst to work as 1st/2nd Line Support to be the first port of call for all IT issues across various applications in the London office, where you will be to investigate and propose solutions or otherwise escalate the request to other specialized technicians but shall be responsible for monitoring the matter until it’s resolved.  This role will report in to and work closely with the IT Supervisor.


1st/2nd Line Support / Help Desk Analyst duties will include:

Answer calls from clients working with the firm’s various tools and platforms; Resolves level 1 problems by accompanying the user throughout the resolution process; Offer guidance to users on how to use applications; Document assistance requests, incidents and solutions; Prioritize the multiple demands from users; Manage any escalated issues and monitor their resolutions in a reasonable time frame; Project work with international offices; May in future need to assist with providing 24/7 IT support according to a fixed schedule and in rotation with the other technicians.


1st/2nd Line Support / Help Desk Analyst  requirements:

Minimum of two (2) years’ experience in IT/computer support; Fluency in English, both written and spoken; Excellent knowledge of the Microsoft Office Suite software; Demonstrated ability for learning new applications; Knowledge of call ticketing system.


This firm work the hours either 9am to 5:30pm or 9:30am to 6pm, part of this role will be providing out of hours support so a flexible attitude will be needed on occasion.  This is an office based role Monday to Friday with a salary to £50,000.