IT Support Analyst (1st Line Support) job at London Full Time

Overview
The IT Support Analyst (1st Line Support) is responsible for delivering high-quality front-line technical support to staff and members of Chambers. The role focuses on resolving day-to-day IT issues, supporting core systems, and ensuring a reliable and secure IT service across Chambers.

The successful candidate will act as the first point of contact for IT incidents and service requests, working closely with the Head of IT and external managed service providers to maintain service excellence.

Key Responsibilities

• Provide day-to-day IT support (in person, phone, tickets).
• Troubleshoot issues across Windows, macOS, Microsoft 365, mobile devices, and peripherals.
• Support user onboarding/offboarding (accounts, devices, access).
• Assist with device setup, builds, and asset tracking.
• Support desk moves, meeting room setups, and hands-on IT tasks across Chambers.
• Log, prioritise, and manage incidents through to resolution in line with agreed service levels.
• Take ownership of issues and keep users informed throughout resolution.
• Work with external IT providers to resolve escalated issues.
• Support secure working practices and follow IT/security policies.

Skills & Experience

• Experience in a 1st line / service desk role.
• Experience supporting laptops, mobile devices (iOS/Android), and users directly.
• Good troubleshooting skills and customer service approach.
• Able to prioritise workload in a busy environment.
• Strong knowledge of Windows, macOS, and Microsoft 365 (Word, Excel, Outlook, Teams, OneDrive, SharePoint).
• Exposure to technologies such as Exchange Online, Entra ID (Azure AD), Intune, Active Directory, and email security platforms (e.g. Mimecast).
• Basic understanding of networking concepts (e.g. Wi-Fi, DNS, general connectivity).

Desirable

• Exposure to professional services or legal sector.
• Relevant certifications (e.g. Microsoft Fundamentals, CompTIA A+).
• Interest in developing skills in Microsoft 365, endpoint management, or cloud technologies.

Personal Attributes

• Clear communicator with non-technical users.
• Professional, approachable, and proactive.
• Calm under pressure with attention to detail.

Additional Info

• Primarily office-based role.
• Occasional out-of-hours support may be required.

Pay: £31,000.00 per year

Application question(s):

• A user reports they cannot access Outlook, but everything else works. What steps would you take to troubleshoot this?
• Describe your experience supporting both Windows and macOS users. How do you handle users with different levels of technical ability?
• What would you do if a user asked you to install software you weren’t familiar with
• What experience do you have with Microsoft 365 (e.g. Outlook, Teams, OneDrive)?
• What’s a common issue you’ve fixed recently and how did you resolve it?

Work Location: In person