Technical Support Analyst

Technical Support Analyst About the Role We are seeking a highly customer-focused Technical Support Analyst to join a collaborative and fast-paced technology team within a leading global professional services environment. This is a hands-on, client-facing role providing deskside and Tech Hub support to a diverse user base. You'll work closely with professionals to understand their workflows, troubleshoot issues, and deliver tailored technical solutions that enhance productivity and user experience. You will act as a trusted advisor, combining strong technical knowledge with excellent interpersonal skills to deliver a concierge-style IT support service. Key Responsibilities Deskside & User Support • Provide in-person deskside, meeting room, and event support • Deliver a high-touch, concierge-style IT support service • Ensure meeting rooms and shared spaces are fully functional, safe, and well-presented Audio visual & Collaboration Technology • Set up and support AV equipment including cameras, microphones, and conferencing tools • Support collaboration platforms such as Microsoft Teams and Cisco technologies • Assist with event support, including auditorium AV control when required Technical Troubleshooting & Analysis • Diagnose and resolve technical issues, including root cause analysis • Work consultatively with users to understand needs and recommend solutions • Tailor support based on different user groups and workflows Desktop & Application Support • Support Windows OS, Microsoft Office 365, and cloud-based applications • Provide guidance on core and specialist applications (eg document management and legal tech tools) Incident Management & Documentation • Log and manage incidents using ITSM tools (eg ServiceNow) • Ensure tickets are resolved within SLAs • Maintain accurate documentation and knowledge resources Hardware & Asset Management • Track and manage IT assets and equipment lifecycle • Support installs, moves, and changes (IMAC activities) Collaboration & Continuous Improvement • Work with regional and global support teams to resolve issues • Identify recurring problems and contribute to long-term solutions • Support onboarding, training sessions, and technology adoption initiatives Security & Compliance • Ensure all work aligns with security policies and data protection standards About You Skills & Attributes • Outstanding customer service and interpersonal skills • Strong communication and active listening abilities • Confident working in a consultative, advisory capacity • Proactive mindset with strong problem-solving skills • Ability to prioritise and work under pressure • Comfortable dealing with ambiguity and learning new technologies • Enthusiastic about emerging technologies (AI, analytics, etc.) Technical Skills • Solid experience with Windows OS and Microsoft Office 365 • Familiarity with AV and collaboration technologies • Exposure to document management systems and specialist applications is advantageous Experience • Previous experience in IT support or service desk environments • Experience supporting professional services users (eg legal, finance) is desirable • Exposure to legal technology tools is beneficial but not essential Qualifications • Degree-level education preferred but not essential