Entry Level IT Support

Entry Level IT Support - 1st Line, Helpdesk, Graduate level, Entry Level, Junior Level

Our global law firm client are actively looking to take on a new Helpdesk Support Analyst to join their team on a permanent basis, the firm are very pleasant and despite being global only have around 200 people within the London location, and a team of 4 people within Support.

This role is a fantastic opportunity for someone with an interest in tech looking to kickstart their career within a highly reputable and enabling law firm. The position will be a first point of contact for end users whilst also having the opportunity to handle some 2nd line escalations.

To be considered for this role, It's ideal that you have

A degree or qualification within technology

Prior customer service experience is paramount

Ideal but not required law firm or professional service experience

Duties and Responsibilities

Provide 1st level Service Desk support by responding to incoming calls, incidents, and requests.

Serve as a 2nd level escalation point for issues and on-site intervention as needed.

Dispatch to deskside to deliver in-person support for hardware, software, and user experience issues.

Research, diagnose, resolve, and document incidents in a timely and customer-focused manner.

Escalate unresolved or systemic issues to appropriate engineering or operations teams.

Provide audio-visual and videoconferencing support, including WebEx, Zoom, and Microsoft Teams.

Deliver remote and in-person end-user support to ensure productivity and satisfaction.

Accurately document all incidents, requests, actions taken, and updates in the ServiceNow ticketing system within agreed SLAs.

Create, review, update, and publish knowledge articles within the ServiceNow knowledgebase.

Assist with testing, deployments, and troubleshooting in coordination with the third level teams as needed.

Support printers, hardware, imaging validation, and AV or remote hardware setups.

Stay current with technology updates, tools, and support best practices.

Participate in team initiatives aimed at improving service quality, efficiency, and user experience.

Provide guidance and knowledge-sharing support to other Service Delivery team members.

Work weekends, holidays, and overtime when required to meet business needs.