Junior Service Desk Analyst, Legal IT, Professional Services

Carrington Knight Associates
17 May 2017
16 Jun 2017
Contract Type
Full Time

Service Desk Analyst, Legal IT, Law Firm, Professional Services, London

Service Desk Analyst required to work for a growing law firm based in Central London. You will ideally come from a Law Firm and will know all of the legal IT applications naturally tied to a law firm. Read on for more details…

Duties and Responsibilities

The role will include but will not be limited to:

  • Being the first point of contact for all IT-related support for the firm, ensuring that each support call is dealt with promptly, efficiently and professionally.
  • Providing remote (eg. telephone) technical support to the firm's internal users of computer applications and hardware. Current applications include:

o Microsoft Office Suite (2007 / 2016)

o Document Management System (Filesite)

o Time recording systems (DTE Axiom)

o Elite 3E

o Digital dictation (BigHand)

o Workshare compare

o Third party numbering suite (DocX Tools)

CMS (InterAction)

o Adobe DC

o Remote Access (VPN, RSA, Citrix, Blackberry)

o Mobile technologies (GOOD)

o Remote desktop screen takeover (VNC)

  • Maintaining a troubleshooting tracking log (on our call logging system), ensuring timely resolution of problems.
  • Ensuring that emergency and high priority calls that cannot be resolved by first line support staff are escalated in accordance with the agreed procedures, ensuring that service levels are maintained.
  • Ensuring that customers are kept aware of progress on their issues.
  • Administering the equipment pools with the rest of the team, tracking who has equipment on loan and the due return date, making sure that all equipment is returned in good working order.
  • Ensuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department.
  • Any other ad hoc duties as may be required.

Skills and Experience Required


  • Good troubleshooting skills, with all-round knowledge of desktop hardware and laptops.
  • A minimum of six months' IT help desk support experience within a law firm.
  • Experience of all core Microsoft Office 2007 products - Word, Excel, PowerPoint and Outlook.
  • Understanding of legal software.
  • ITIL qualification desirable.


  • 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 see tasks through to completion.
  • Logical and calm, able to inspire confidence and credibility.
  • High discretion and confidentiality.

This is a great opportunity and salary is dependent upon experience. Apply now for more details.