Job Description
IT Service Desk Analyst / IT Helpdesk Engineer - AD/GP, O365, MS Azure, InTune/Endpoint Manager, Citrix Remote Access, ITIL, Legal Applications (iManage, InTapp, Bighand etc). 12 Month FTC, London / Remote Hybrid + Shift Patterns; c.£47- £50k +Bonus +Benefits
Global Law Firm seeks IT Service Desk Analyst / IT Helpdesk Engineer to support users in the UK, EU and Asia. You will join the service desk team and provide support to a user base of around 1500 lawyers and business support staff using a range of technologies on a variable shift rotation basis (Day, Evening, Night, Weekend. 37.5 Hour Week).
The main focus of the role will be to provide high quality 1st and 2nd line IT support relating to desktop technologies including laptops, PC and mobile devices; Win11, O365 inc Outlook and MS Teams, LAN/Wireless and VPN connections/Citrix Remote Access, AD/GPo, Windows Server/Azure, InTune Endpoint Manager (mobile devices), DNS / DHCP settings etc
This is an excellent opportunity to join a busy, customer-focused Service Desk supporting users across Microsoft 365, Azure, Intune, Citrix and a range of specialist legal applications (iManage, InTapp, Bighand, Litera, Carpe Diem, HigQ etc). You'll deliver first-line technical support, manage incidents through to resolution or escalation, and ensure an exceptional customer experience while meeting agreed SLAs.
Key Responsibilities:
- Provide IT support via phone, email, remote support tools and in person.
- Log, troubleshoot and resolve technical incidents and service requests.
- Support Microsoft 365, Windows, Azure, Intune, Teams and Citrix environments.
- Provide support for legal applications including iManage, BigHand, HighQ, DocuSign and Litera.
- Troubleshoot laptops, desktops, mobile devices and hardware.
- Escalate complex issues while maintaining ownership and keeping users informed.
As such we are searching for candidates who have worked in Legal Services, Professional Services or MSP environments supporting Law Firms and related industries. You will possess:
- Previous IT Service Desk or IT Support experience - 1st & 2nd Line, Helpdesk, Desktop and VIP support.
- Strong Microsoft 365 and Windows support skills.
- Experience with Azure, Intune, Exchange Online and Citrix (remote access) or similar
- Knowledge of iManage or another Document Management System.
- Excellent problem solving, IT troubleshooting, communication and service delivery skills.
- Experience working to SLAs in a fast-paced environment.
- A proactive, team-focused approach and strong attention to detail.
- Ideally, experience working with legal applications iManage, BigHand, HighQ, DocuSign and Litera, Elite3E etc
- ITIL awareness and certification (desirable)
If you're looking to join a respected global organisation where you can develop your technical skills and make a real impact across both BAU and project work then this role offers you an excellent opportunity. Opportunity for extension / permanent conversion.
Please note: This role operates on a 24/7 rota, including day, evening, night and weekend shifts. Flexibility to work all shift patterns is essential.
