Our client, a leading global law firm, is seeking a dedicated and proactive L2 IT Service Desk Analyst to join their team. This is an exciting opportunity for an experienced IT professional to provide escalated technical support and troubleshoot more complex issues in a dynamic, fast-paced professional environment.

SKILLS & EXPERIENCE REQUIRED

• A minimum of 2 years of experience in an L2 or second-line IT support role, preferably in a professional services or corporate environment.
• Deep proficiency in troubleshooting and supporting users with a wide range of applications and hardware.
• Extensive knowledge of core Microsoft Office 365 products and advanced-level troubleshooting of technical issues.
• Strong problem-solving skills and the ability to work independently to resolve complex issues.
• Excellent communication and interpersonal skills, with a patient and methodical approach to helping others.

THE ROLE

As a key member of the IT Service Delivery team, you will serve as an escalation point for the L1 support team. You will be responsible for resolving more complex technical issues and providing hands-on support for a wide range of applications and hardware. This role is perfect for a problem-solver who can take ownership of challenging issues and see them through to a successful resolution.

KEY RESPONSIBILITIES

• Escalated Support: Act as the second-line support for all IT-related issues, providing resolution for complex technical problems that are escalated from the L1 support team.
• Troubleshooting: Diagnose and resolve advanced issues related to hardware, applications, and network connectivity. This includes support for Microsoft Office 365, Teams, Windows 10, iManage, Elite 3E, and other specialized legal software.
• Case Management: Utilize the IT Service Management (ITSM) tool, ServiceNow, to log, track, and manage complex support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
• Knowledge Sharing: Assist in creating and updating knowledge base articles for the L1 team to improve first-call resolution rates.
• Customer Service: Maintain a professional and customer-focused approach, ensuring a positive experience for all users.