About the Role:

An exciting opportunity has arisen for a Senior Desktop Support Analyst to join a leading law firms Information Technology department. In this role, you will provide dedicated support to a group of offices within an assigned region, ensuring seamless technology experiences for internal clients. You will take ownership of technical issues from start to finish, utilising advanced troubleshooting skills to resolve problems efficiently.

Key Responsibilities:

• Serve as the first point of contact for internal clients regarding application and hardware-related inquiries, including Microsoft Office, Windows OS, Citrix-based solutions, and smart devices.
• Take ownership of escalated tickets involving complex technical issues and manage vendor relationships for cloud-based applications.
• Coordinate and support video conferencing sessions and events for internal and external stakeholders.
• Manage IT service management (ITSM) software tickets and engage with customers locally and remotely to ensure timely resolution.
• Research, install, and troubleshoot software to meet the needs of different practice groups or individuals.
• Develop and deliver new hire IT orientation both in-person and remotely.
• Provide on-site and remote support across multiple office locations, including occasional travel.

Additional Duties:

• Assist engineering teams with maintaining computer closets, server rooms, and data centers.
• Track and manage inventory for both local and remote offices.

Requirements:

• 3+ years of experience in IT support or a related field.
• Strong verbal and written communication skills, with the ability to collaborate across departments.
• Familiarity with legal industry software applications (e.g., document management, docketing, legal records, library management, or eDiscovery) is a plus.
• Experience supporting a national or international client base is preferred.
• Excellent problem-solving skills with the ability to prioritize and resolve issues promptly.
• Ability to multitask, work under pressure, and adapt to changing priorities.
• Professional demeanor with the ability to interact effectively with a diverse range of personalities.
• Awareness of emerging technologies and IT service standards.

Additional Requirements:

• Occasional overtime and after-hours remote support as needed.

If you are a proactive IT professional looking to contribute to a dynamic environment, we encourage you to apply today!