Technical Support Analyst

Technical Support Analyst

About the Role

We are seeking a highly customer-focused Technical Support Analyst to join a collaborative and fast-paced technology team within a leading global professional services environment.

This is a hands-on, client-facing role providing deskside and Tech Hub support to a diverse user base. You'll work closely with professionals to understand their workflows, troubleshoot issues, and deliver tailored technical solutions that enhance productivity and user experience.

You will act as a trusted advisor, combining strong technical knowledge with excellent interpersonal skills to deliver a concierge-style IT support service.

Key Responsibilities

Deskside & User Support

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• Provide in-person deskside, meeting room, and event support
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• Deliver a high-touch, concierge-style IT support service
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• Ensure meeting rooms and shared spaces are fully functional, safe, and well-presented
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Audio visual & Collaboration Technology

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• Set up and support AV equipment including cameras, microphones, and conferencing tools
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• Support collaboration platforms such as Microsoft Teams and Cisco technologies
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• Assist with event support, including auditorium AV control when required
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Technical Troubleshooting & Analysis

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• Diagnose and resolve technical issues, including root cause analysis
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• Work consultatively with users to understand needs and recommend solutions
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• Tailor support based on different user groups and workflows
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Desktop & Application Support

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• Support Windows OS, Microsoft Office 365, and cloud-based applications
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• Provide guidance on core and specialist applications (eg document management and legal tech tools)
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Incident Management & Documentation

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• Log and manage incidents using ITSM tools (eg ServiceNow)
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• Ensure tickets are resolved within SLAs
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• Maintain accurate documentation and knowledge resources
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Hardware & Asset Management

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• Track and manage IT assets and equipment lifecycle
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• Support installs, moves, and changes (IMAC activities)
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Collaboration & Continuous Improvement

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• Work with regional and global support teams to resolve issues
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• Identify recurring problems and contribute to long-term solutions
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• Support onboarding, training sessions, and technology adoption initiatives
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Security & Compliance

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• Ensure all work aligns with security policies and data protection standards
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About You

Skills & Attributes

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• Outstanding customer service and interpersonal skills
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• Strong communication and active listening abilities
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• Confident working in a consultative, advisory capacity
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• Proactive mindset with strong problem-solving skills
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• Ability to prioritise and work under pressure
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• Comfortable dealing with ambiguity and learning new technologies
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• Enthusiastic about emerging technologies (AI, analytics, etc.)
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Technical Skills

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• Solid experience with Windows OS and Microsoft Office 365
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• Familiarity with AV and collaboration technologies
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• Exposure to document management systems and specialist applications is advantageous
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Experience

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• Previous experience in IT support or service desk environments
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• Experience supporting professional services users (eg legal, finance) is desirable
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• Exposure to legal technology tools is beneficial but not essential
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Qualifications

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• Degree-level education preferred but not essential
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