IT Technical Escalation Analyst

Overview

In this role, you are the first point of contact for IT support in a law firm, handling inquiries promptly and professionally. You will work closely with cross-functional teams to manage incidents and ensure high service levels. Your work enables partners and staff to stay productive by resolving issues or escalating appropriately. You will operate within a structured service management framework to support critical legal workloads and maintain confidentiality and reliability.

Responsibilities

• Serve as the first point of contact for IT-related support via phone, email, or in person
• Provide remote technical support for applications and hardware (Microsoft Office, Windows 11, Intune, iManage, Intapp, Elite 3E, BigHand, Workshare, DocX Tools, InterAction, Adobe Suite, Teamviewer, iOS/Android)
• Use ServiceNow to log, track, escalate, and document issues
• Own call resolution through to customer satisfaction and escalate as needed per procedures
• Maintain service levels and keep customers informed of progress
• Proactively manage inbound and in-progress work with timely escalation and issue flagging
• Follow administrative procedures to ensure smooth department operations
• Coordinate audio/video conferences, on-site or remote
• Provide out-of-hours on-call escalation support as per rota and policy
• Perform ad hoc duties as required

Key requirements

• Minimum 2 years IT service desk/IT support experience in a law firm
• Experience with core Microsoft Office products (Word, Excel, PowerPoint, Outlook)
• Thorough understanding of legal software and technologies
• Audio/Video conference knowledge desirable
• Experience with ServiceNow desirable
• ITIL Foundation qualification desirable or equivalent experience
• Excellent troubleshooting skills with hardware knowledge
• Customer-focused and able to work under pressure with tight deadlines
• Strong communication skills and high discretion/confidentiality

• customer-focused
• flexible attitude
• excellent communication
• Desktop hardware troubleshooting
• Windows 11
• Microsoft Office Suite

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