1St Line Support - Law Firm

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. • Contribute to a positive team culture and uphold company values.