2nd Line Support Analyst

3 weeks ago

London, United Kingdom DGH Recruitment Full time

2nd Line Support Analyst - London/Hybrid - 6 Month Fixed Term Contract - Up to £48k


A fantastic opportunity has arisen for a 2nd Line Support Analyst to join our London based global law firm on a permanent basis.


  • Troubleshoot and take ownership of tickets following Incident Management and Request fulfilment (service requests) process
  • Log tickets, including all action taken and any resolution respond to emails and tickets/requests in a timely manner
  • Deal with requests escalated by the 1st line team
  • Escalate incidents when appropriate, working closely with the Technical Escalation team members
  • Responsible for new joiner/ leaver account process.
  • Set up and re-build hardware, including mobile phones when required.
  • Build and maintain relationships with stakeholders throughout the business
  • Mentor, share and transfer knowledge to more junior members of the team
  • Good knowledge and understanding of Microsoft Suite and Windows 10
  • AD, Azure, Office 365,
  • Networking Technologies
  • iManage, Aderant, BigHand
  • Mobile Devices (iPad, iPhones, Android), Intune


2nd Line Support Analyst - London/Hybrid - 6 Month Fixed Term Contract - Up to £48k

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