IT Support Analyst

This is an excellent opportunity for an IT professional to join the IT Service Desk of a leading global UK law firm. The firm is known for its progressive approach and specialist legal advice across key sectors like construction, aviation, and shipping. The IT team is crucial to the firm's success, and this role is a key part of the Asia IT Service Delivery team.

The Role

As an IT Service Desk Analyst, you will be the first point of contact for all IT support needs for the firm's global staff. You'll play a critical role in providing professional, high-quality, and efficient technical support. This position is a great fit for someone who is proactive, customer-focused, and ready to take ownership of tasks from start to finish.

Key Responsibilities

• Front-line Support: Handle all incoming IT support requests (via phone, email, or in-person) promptly and professionally.
• Technical Assistance: Provide remote and on-site technical support for a wide range of software and hardware, including Microsoft Office 365, Teams, Windows 10, Zoom, iManage, Elite 3E, and mobile technologies.
• Case Management: Use the IT Service Management Tool (ServiceNow) to log, track, and escalate issues, ensuring all service levels (SLAs) are met.
• Problem Resolution: Own tasks through to completion, ensuring customer satisfaction with every resolution.
• Collaboration: Work closely with the IT Operations, Projects, and Development teams to resolve complex issues.

Skills and Experience

• A minimum of 1-2 years of IT help desk support experience in a professional services environment.
• Strong troubleshooting skills and a solid understanding of IT hardware (laptops, mobile devices).
• Experience with core Microsoft Office 365 products (Word, Excel, PowerPoint, Outlook, and Teams).
• A customer-focused attitude with excellent communication skills.
• The ability to work well under pressure, manage tight deadlines, and maintain a high level of discretion and confidentiality.
• A general understanding of legal software and an ITIL Foundation qualification are advantageous.

Application

Apply via the apply button or email your CV to [Confidential Information] with subject: IT Service Desk Analyst (Your Name).

Review & Next Steps

We take the time to carefully review every application. As a lean team, we may not be able to reply to each applicant individually. Only shortlisted candidates will be contacted for a confidential discussion. Thank you for your understanding.

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