1St Line Support - Law Firm

Job Description

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.

1st Line Support - 1st Line, Helpdesk, Law Firm

Our global law firm client are actively looking to take on a new Service Desk Analyst to join their team on a permanent basis, this role will act as the first line of contact for support queries and provide a prompt and professional service.

This role is a fantastic opportunity for someone with an interest in tech looking to continue to grow their career within IT Support within a highly regarded and lucrative law firm.

To be considered for this role, It's ideal that you have:

• 1 + Year experience within an IT Support role
• Ideal but not required relevant qualifications/degrees within technology
• Ideal but not required law firm or professional service experience

Duties and Responsibilities

• Respond to IT support requests via phone, email, and ticketing system, ensuring accurate logging and categorisation of incidents and requests.
• Troubleshoot and resolve first-line technical issues, including hardware, software, and user access problems.
• Escalate complex issues to second-line or specialist teams following defined escalation procedures.
• Follow IT Service Desk processes, including prioritisation, SLAs, and incident management best practices.
• Maintain accurate documentation, update tickets promptly, and contribute to the knowledge base for common issues and solutions.
• Deliver excellent customer service, ensuring clear and professional communication with end-users.
• Participate in team meetings and training sessions, sharing knowledge and supporting continuous improvement.
• Ensure compliance with IT security policies and promote best practices in all interactions. xwzovoh
• Contribute to a positive team culture and uphold company values.