IT Helpdesk Analyst

Job description

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<...

Extra information

Status

Open

Education Level

Secondary School

Location

London South East

Type of Contract

Full-time jobs

Published at

02-11-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English