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IT Escalations Analyst

1st & 2nd Line Support, Service Desk, Deskside
£44,000 to £48,000 Per Annum
Contract Type:

Technical Escalations Analyst

Technical Escalations Analyst sought for a leading international Law Firm in a period of major digital Transformation. You'll provide advanced IT support services, taking responsibility for any escalated issues from the core 1st/2nd line support teams, as well as helping to improve process, deliver projects and act a conduit between Support teams and Infra, Apps, Development and Security.

Core responsibilities include:

  • Managing escalated incidents and requests from the centralised IT ServiceDesk
  • Providing high quality hands-on support, as well as proactively training / guiding users and Service Desk Analyst to reduce call volume and escalations
  • Diagnosing and resolving a wide range of hardware and applications issues
  • Proactively improve efficiency and ensure adherence to escalation process

And you
Your skills and experience should include as many as possible of:

  • Windows 10 installation and advanced troubleshooting
  • MS Office Support - 2016, O365, MS365
  • Legal Applications Support - Practice Management (Aderant, Elite 3e / Enterprise, or similar)
  • Intapp time recording
  • Document Management System Support - WorkSite / FileSite / NetDocs
  • Bighand Digital Dictation
  • Mobile Phone Support / Mobile Device Management (iPhones, InTune)
  • Email and Mailbox Support, including Filtering, and Archiving
  • Remote Access and Citrix Support
  • Problem Management Experience

This is a great role for a someone who has both a strong interest in tech, and who enjoys working closely and building relationships with users and wider IT Team. Prior experience supporting Lawyers or working in a partnership structured firm (accounting, private equity, finance) is essential.
Apply now, and get in touch to hear more.

Technical Escalations Analyst

Moor Place, 1 Fore Street, London EC2Y 9DT 
Tel: 020 7871 5555

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