Technical Support Analyst in London
Job Description
Technical Support Analyst
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About the Role
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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.
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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.
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You will act as a trusted advisor, combining strong technical knowledge with excellent interpersonal skills to deliver a concierge-style IT support service.
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Key Responsibilities
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Deskside & User Support
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- 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
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Audio visual & Collaboration Technology
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- 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
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Technical Troubleshooting & Analysis
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- 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
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Desktop & Application Support
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- Support Windows OS, Microsoft Office 365, and cloud-based applications
- 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)
- Ensure tickets are resolved within SLAs
- 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
- 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
- Identify recurring problems and contribute to long-term solutions
- 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
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Skills & Attributes
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- 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.)
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Technical Skills
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- 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
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Experience
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- 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
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Qualifications
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- Degree-level education but not essential
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