Support Analyst

IT Support Analyst

London | Full-time | Permanent

We're working with 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.

Key Responsibilities

End-User & Deskside Support

Provide on-site IT support across hardware, software, and peripheralsConduct regular floor walks and proactively resolve user issuesAnalyse service desk trends and flag training needsVendor Liaison & Escalation

Collaborate with outsourced IT providers and escalate unresolved issuesMaintain accurate ticketing records and oversee third-party work schedulingEnsure SLAs are met and service quality remains highMeeting Room & Remote Support

Maintain and support AV/conferencing facilities with daily checks and in-meeting assistanceSet up temporary equipment for off-site teams as neededTechnology & Process Improvement

Stay familiar with firm systems and suggest service enhancementsSupport new technology rollouts and IT projectsAsset & Record Management

Maintain asset registers and manage hardware replacementsOversee user account changes, address book updates, and documentation accuracyKeep IT storage areas clean and organisedJoiners & Leavers

Ensure new starters are fully equipped and accounts configured correctlyManage leaver offboarding and hardware recovery

About You

Experience & 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. iManage, Citrix, Aderant, Bighand) 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 apply.