IT Technical Escalation Analyst

Salary: £65,000 - 105,000 per year

Requirements:

• Excellent troubleshooting skills with demonstrable knowledge of desktop hardware and laptops
• Minimum 2 years IT service desk or IT support experience within a law firm
• Experience with core Microsoft Office products, including Word, Excel, PowerPoint, and Outlook
• Thorough understanding of legal software and technologies
• Customer-focused with a flexible attitude
• Excellent communication skills
• Good understanding of a high-pressured professional services environment
• Able to work under pressure and to tight deadlines
• Ability to own tasks through to completion
• Logical and calm, with the ability to inspire confidence and credibility
• High discretion and confidentiality
• Audio/video conference knowledge desirable
• Experience with ServiceNow desirable
• ITIL Foundation qualification desirable, or equivalent experience

Responsibilities:

• Be the first point of contact for all IT-related support, handling support calls promptly, efficiently, competently, and professionally
• Support our engagement and relationship management strategy through high daily visibility
• Provide remote technical support for computer applications and hardware, including Microsoft Office Suites, Windows 11, Mobile Device Management, document management, time recording, practice management, digital dictation, compare tools, CMS, Adobe Suite, TeamViewer, and mobile technologies
• Use our IT Service Management tool to provide troubleshooting, tracking, escalation, and documentation
• Own call resolution through to completion and customer satisfaction
• Escalate issues that cannot be resolved first line in line with agreed procedures and service levels
• Keep customers informed on the progress of their issues
• Proactively manage inbound and in-progress work, including timely internal escalation and early issue flagging
• Ensure administrative procedures are followed to support the smooth running of the department
• Set up audio and video conferences in person or remotely
• Provide out-of-hours on-call IT technical escalation support, including weekends and bank holidays, in line with our rota and IT incident procedures
• Carry out other ad hoc duties as required

Technologies:

• CMS
• Excel
• Hardware
• Support
• ITIL
• Mobile
• ServiceNow
• Windows
• Android
• iOS

More:

We are offering a permanent IT support role based in London with a salary of 45,000. You will join a professional legal environment where customer service, discretion, and responsiveness are highly valued. The role is central to our day-to-day operations, supporting our teams and clients with both remote and in-person technical assistance, and includes participation in an out-of-hours on-call rota.

last updated 34 week of 2026