1st Line Support – Law Firm

About the role

Our global law firm client is seeking a Service Desk Analyst to join their team on a permanent basis. You will be the first point of contact for IT support queries, delivering prompt and professional assistance to end‑users.

Key responsibilities

• Respond to support requests via phone, email and ticketing system, logging and categorising incidents accurately.
• Troubleshoot and resolve first‑line hardware, software and user access issues.
• Escalate complex problems to second‑line or specialist teams following defined procedures.
• Follow IT Service Desk processes, including prioritisation, SLA adherence and incident management.
• Maintain up‑to‑date documentation and contribute to the knowledge base.
• Provide clear, courteous communication and excellent customer service.
• Participate in team meetings, training sessions and promote continuous improvement.
• Ensure compliance with IT security policies and support a positive team culture.

Required profile

• Minimum 1 year experience in an IT support role.
• Relevant technology qualifications or degrees are desirable but not mandatory.
• Experience in a law firm or professional services environment is a plus.

Required skills

• Hardware troubleshooting.
• Software troubleshooting.
• Ticketing system usage.
• Understanding of IT security policies and compliance.