Senior IT Support Analyst

IT Senior Support Analyst/Senior Service Desk/Support Analyst

A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our based law firm on a permanent basis.

• Provide exceptional, high-quality IT support to regional offices to consistently meet customer expectations.
• Maintain a customer-focused approach and build strong relationships with key users.
• Oversee the regional team to ensure a consistent, professional standard of support and adherence to policies and procedures.
• Use advanced technical expertise to resolve complex queries and guide team members to progress tickets efficiently.
• Proactively monitor queues to ensure regular customer updates, ticket progression, and resolution.
• Review aged calls daily and take appropriate action to drive resolution.
• Carry out regular ticket quality checks to improve information capture and provide insight into recurring incidents and requests.

• ITIL Foundation qualified (or willing to work towards it).
• Good understanding of ITSM systems.
• Knowledge of typical law firm applications, including PMS, document management systems, Microsoft 365, and Windows 11.
• Strong technical knowledge of hardware, operating systems, and networks.