1st Line Desktop Support Analyst

Posted: 13/01/20
Recruiter:Bydand Recruitment Services Limited
Disciplines: Analyst
Location:City, London

Desktop Support / London / Permanent / £25-£28k / Legal

1 st Line Desktop Support Analyst - London

A leading international Law Firm is looking for a 1 st Line Desktop Support Analyst for their London Office. Whilst focused on 1 st Line Support the role is looking for a driven and dedicated Support Analyst who will also be providing basic 2 nd Line support tasks (training to be provided). Helping to support close to 1000 users, you will find varied work in a friendly but professional team.

Brief list of role responsibilities:

  • Receiving and logging calls to the business incident management/logging system and dealing with colleagues professionally and politely throughout.
  • Monitoring the incident queue in order to ensure issues are dealt with in a timely manner and in accordance with Department SLAs
  • Triage incoming calls, documenting those passed onto other support/resolver groups accordingly.
  • Providing basic 2 nd Line and Desktop support - following appropriate training
  • Administrating the Audio/Video Conferencing systems for the 2 London Offices
  • Maintain a focus on self-development and update the IT knowledge base with new information to help ensure it is kept accurate and up to date.
  • Assist Service Management in identifying trends and resolving underlying problems.
  • Working to best practice ITIL processes


  • Job title: 1st Line Desktop Support Analyst
  • Location: London
  • Salary: up to £28,000 /annum
  • Hours: 35/week Mon to Fri - with alternative shift rota between 08:00 and 18:00
  • Other Benefits: 25 days leave, medical/health insurance, Birthday privilege day and more!
  • Previous Experience: Prior experience from within professional services, ITIL experience desired


We are looking for an enthusiastic Support Analyst who has prior experience on a support desk and is able to meet the demands of a busy work environment whilst remaining friendly and approachable. In addition, we are looking for:

  • Broad knowledge of Windows 10, MS Office, MS Server, AD, Networking, Laptop/Desktop/Printer hardware
  • Experience working to an ITIL framework
  • An awareness of Cyber Security Threats and their mitigation.
  • ITIL qualification and experience of Solarwinds Desktop/Samanage ITSM Suite is desirable but not essential as training will be provided.

Above all you must exhibit the Firm's values of Trust, Respect, Innovation and Collaboration, and ultimately be a friendly team player.


This is a leading global firm operating across a number of highly specialized sectors. It is a supportive, friendly place to work and places significant value on people with a real focus on ongoing training and career investment. They have a focus on work/life balance and collaborative working and realise the importance of having a life outside work.

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