2nd Line IT Analyst – Law Firm

About the role

We are seeking a 2nd Line IT Analyst to join a leading top‑tier law firm’s IT team. The role provides high‑touch support to partners, fee earners and business services, working on‑site five days a week. You will also participate in a rotating 24‑hour on‑call schedule, providing 1st line support from home every 2–3 weeks.

Key responsibilities

• Deliver 2nd line support for desktop, applications and infrastructure within a legal environment.
• Act as escalation point for 1st line tickets, ensuring rapid resolution and minimal business disruption.
• Provide white‑glove service to partners, associates and other senior legal professionals.
• Troubleshoot Microsoft 365, Windows OS, Active Directory, legal applications and document management systems.
• Assist with user onboarding and off‑boarding, managing secure access and system provisioning.
• Liaise with 3rd line teams, infrastructure groups and external vendors as required.
• Maintain accurate incident records and documentation in the ITSM tool.
• Participate in a 24‑hour rota, delivering remote 1st line support on a scheduled basis.
• Ensure compliance with ITIL processes, security and firm‑wide standards.

Required profile

• Previous 2nd line IT support experience in a law firm or professional legal environment.
• Proven ability to support senior stakeholders, including partners and lawyers.
• Calm, professional communication style with a strong service orientation.
• Ability to thrive under pressure and prioritize multiple incidents.
• Experience working within an ITIL framework.

Required skills

• Microsoft 365
• Windows OS
• Active Directory
• iManage or NetDocuments (or similar document management systems)
• ITIL processes

What we offer

• Collaborative, professional IT team with direct exposure to senior stakeholders.
• Opportunity to develop within a high‑performing, enterprise‑scale legal IT function.
• Structured rota providing out‑of‑hours support experience.
• On‑site work in a prestigious law‑firm environment.