We are seeking an experienced and highly skilled Senior First Line IT Support Analyst to join a leading London city law firm. The ideal candidate will have a proven track record in an IT first-line support capacity, preferably within the legal field or a similar professional services environment. This role is pivotal in ensuring the smooth operation of their IT systems and services, directly impacting the productivity and efficiency of the firm. Our client pride themselves on fostering a dynamic and collaborative work environment where innovation meets tradition
Key Responsibilities:
- Provide first-line technical support to the firm's users, handling a variety of IT issues and service requests efficiently.
- Troubleshoot and resolve complex technical issues related to the firm's key systems, including Cloud iManage, Bighand, M365, PDFDocs, HighQ, and Litera Compare.
- Act as a technical expert within the first-line team, offering guidance and mentoring to junior team members.
- Liaise closely with the second-line infrastructure teams to escalate and resolve more complex issues, ensuring timely and effective resolution.
- Maintain accurate records of all support requests and resolutions using the firm's IT service management tool.
- Participate in regular reviews and updates of IT support procedures to enhance service delivery and user satisfaction.
- Stay updated with the latest developments in IT support technologies and best practices, and proactively contribute to the continuous improvement of the IT support function.
Essential Skills and Experience:
- Extensive experience in a first-line IT support role, ideally within the legal sector or a similar professional services environment.
- Proficiency in using and supporting key systems such as Cloud iManage, Bighand, M365, PDFDocs, HighQ, and Litera Compare.
- Strong troubleshooting skills and the ability to diagnose and resolve complex technical issues efficiently.
- Excellent communication and interpersonal skills, with a strong customer service orientation.
- Ability to work effectively both independently and as part of a team.
- Experience in liaising with second-line or infrastructure teams to resolve technical issues.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities in a fast-paced environment.
- A proactive approach to learning and professional development.
Desirable Qualifications:
- Relevant IT certifications (e.g., ITIL, Microsoft certifications) are advantageous.
- Previous experience within a law firm or legal services environment is highly desirable.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and career development within a leading law firm.
- A supportive and inclusive work environment.
- The chance to work with cutting-edge technologies and a highly skilled team.