OverviewIT Desktop Support Analyst/IT Support Specialist position based in London, UK, on a permanent basis for a global law firm.Responsibilities and DutiesPrimarily provide remote support to colleagues globally; on-site desk-side or meeting room support may be required on premises. Ensure the support hotline has coverage where possible.Log all requests in ITSM (ServiceNow) accurately, regardless of channel (phone, email, text, chat, or in person).Acknowledge tickets and respond within a reasonable timeframe, even if first-contact resolution isn’t possible.Provide regular updates to requestors on ticket progress.Ensure tickets are properly categorized, have correct status, and clear priority.When a new Problem is identified, open a Problem ticket and coordinate with IT to ensure related IT Cases are linked and root causes are investigated to find workable workarounds or permanent solutions.Escalate issues that cannot be resolved due to knowledge or access to 2nd line support, or escalate to appropriate teams such as IT Infrastructure, IT Applications & Development, or external suppliers.Deputise for the Senior IT Support Specialist/Lead during absences.Qualifications & ExperienceMS Office 365 Suite (Outlook, Word, Excel, PowerPoint)Windows 10Mobile Devices – iOS & AndroidBasic understanding of networks (LAN, WAN, WAP, Cloud, IP)Microsoft Exchange Administration CentreMicrosoft 365 Admin CentreiManage WorkSeniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustries: Legal Services and Law Practice #J-18808-Ljbffr