About this role
Salary: £65,000 - 105,000 per year
Requirements: Excellent troubleshooting skills with demonstrable knowledge of desktop hardware and laptopsMinimum 2 years IT service desk or IT support experience within a law firmExperience with core Microsoft Office products, including Word, Excel, PowerPoint, and OutlookThorough understanding of legal software and technologiesCustomer-focused with a flexible attitudeExcellent communication skillsGood understanding of a high-pressured professional services environmentAble to work under pressure and to tight deadlinesAbility to own tasks through to completionLogical and calm, with the ability to inspire confidence and credibilityHigh discretion and confidentialityAudio/video conference knowledge desirableExperience with ServiceNow desirableITIL 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 professionallySupport our engagement and relationship management strategy through high daily visibilityProvide 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 technologiesUse our IT Service Management tool to provide troubleshooting, tracking, escalation, and documentationOwn call resolution through to completion and customer satisfactionEscalate issues that cannot be resolved first line in line with agreed procedures and service levelsKeep customers informed on the progress of their issuesProactively manage inbound and in-progress work, including timely internal escalation and early issue flaggingEnsure administrative procedures are followed to support the smooth running of the departmentSet up audio and video conferences in person or remotelyProvide out-of-hours on-call IT technical escalation support, including weekends and bank holidays, in line with our rota and IT incident proceduresCarry out other ad hoc duties as required Technologies: CMSExcelHardwareSupportITILMobileServiceNowWindowsAndroidiOS 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 36 week of 2026