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

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

Audio visual & Collaboration Technology

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

Technical Troubleshooting & Analysis

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

Desktop & Application Support

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

Incident Management & Documentation

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

Hardware & Asset Management

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

Collaboration & Continuous Improvement

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

Security & Compliance

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

About You

Skills & Attributes

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

Technical Skills

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

Experience

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

Qualifications

• Degree-level education preferred but not essential