IT Service Support Analyst

Provide excellent customer service and technical support as a member of a local and global service desk.

Work well in a team environment, communicate effectively with users at all levels, and be well-organized, self-motivated, punctual, and flexible in approach. Opportunity to help improve the firm’s systems, procedures, and knowledge base.


  • Provide telephone, email, direct contact and remote support to users.
  • Log all incidents via Ivanti call logging software.
  • Diagnose and resolve technical issues independently and as part of a team.
  • Provide applications support in MS Office, mobile devices, iManage, and all other firm-wide applications.
  • Provide hardware support for laptops, printers, remote access, and mobile devices.
  • Provide AV and VC conference room support for internal/client meetings and events.
  • Assist with building and keeping up to date the User Support Knowledge base and support documentation.
  • Undertake small to medium-sized IT projects as instructed.
  • Adhere to all local and global IT processes, procedures, and policies.
  • Liaise with 3rd parties and suppliers when required.
  • Participate in all firm-wide IT initiatives.

Individual Skills and Competencies

  • Excellent in English and local language(s), and any other European language is an asset.
  • Strong desire for personal development.
  • Strong analytical and problem-solving skills.
  • Proven ability to work under pressure and with other people.
  • Excellent written and verbal communication skills.
  • Ability to work well in a team and individually.
  • A lateral thinker.
  • Strong ability to work on multiple projects with multiple deliverables.
  • Ability to handle a constantly changing flow of support calls and technical assistance.
  • Flexibility with work hours and accommodating overtime at short notice.
  • Able to work on a shift pattern alternating between the following times Monday to Friday 08:30–16:30; 09:30-17:30; 10:00-18:00. 

Technical Skills

  • Strong knowledge and troubleshooting of Microsoft based operating systems with emphasis on Windows 10.
  • Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
  • Good knowledge of Active Directory and common networking.
  • Experience with troubleshooting network printers, MFPs, and copiers.
  • Experience with supporting and configuring mobile devices, specifically supporting iOS platform.
  • Broad application support experience in a legal environment, with excellent knowledge of document management system iManage (Desksite/Worksite).
  • Knowledge of Lenovo hardware, RICOH, and HP printers.
  • Knowledge of Cisco telephony and Cisco Video Conferencing, with good Audio Visual support experience.
  • Knowledge of System Centre Configuration Manager.
  • Microsoft Certified Technology Specialist (MCTS) or MCP, and ITIL Foundation certified.
  • Certified in CompTIA A+, CompTIA Network+ or equivalent.
  • Experience with MDM platforms, Mobile Iron is a plus.
  • Experience with cloud technologies such as Microsoft 365 or Google Workspace.
  • Familiarity with PowerShell scripting or other automation tools.
  • Knowledge of cybersecurity and data protection best practices.
  • Experience with remote desktop technologies such as Citrix or RDP. 

Soft Skills

  • Empathy and strong customer service skills
  • Conflict resolution and problem-solving skills
  • Attention to detail and accuracy
  • Strong organizational and time-management skills
  • Ability to work independently and take ownership of tasks
  • Adaptability to new technologies and changing environments
  • Ability to work effectively with colleagues from diverse cultures and backgrounds


  • 2 – 5 years of flexible experience, with legal or professional services experience highly desirable.