IT Support Analyst

On the hunt for IT Support graduate roles, Service Desk Analyst positions, or 1st Line Support graduate jobs in London? Interested in working for a leading legal firm, who partner with some of the world's innovative companies? Apply for this IT Support Analyst job in London today!

Company profile - Patent & Trademark Firm
In this IT Support Analyst graduate role, you will be joining a company within a highly unique and exciting sector - patent and trademark law. One of the top firms in Europe in this industry, they boast the absolute best patent and trade mark attorneys, with offices in London, The Netherlands and San Francisco.
 
The firm partners with some of the world’s most creative and innovative companies and sectors: Crypto, Chemistry, Sports and Engineering to name just a few. Although they’ve been around for over 100 years, this industry leader looks forward not back.
 
They believe in tailoring their approach to each client, and thrive on the challenge of helping them to navigate the complex world of patents, trade marks, designs and copyright. 
 
Job description – IT Support Analyst
In this IT Support Analyst role for graduates in London, you will be joining a small team of 8. You will be the first point of contact for all IT support queries, dealing with all contacts received by the Service Desk and escalating appropriately internally or externally when needed.
 
They are looking for someone who takes pride in the client experience whilst ensuring thorough solutions are provided to colleagues.
 
Please note, the demands of a busy firm means the IT team need to be on hand at all times. This role therefore involves agile hours in order to provide relevant cover amongst the team. Team hours are pre-planned, and rotational to ensure equality. Example hours outside of the standard 9-5 would be 8-4; 10-6. 
 
Key responsibilities – IT Support Analyst

• Working closely with the Service Desk Team Leader to provide and maintain all Technology services to colleagues and clients
• Becoming the first point of contact for all IT queries, providing support for hardware, software, audio-visual, photocopiers and telephony equipment
• Maintain and develop the inventory database
• Proactively support internal and external events including assisting with audio visual requirements. This will include setting up audio visual equipment, managing the recording and streaming of events, and managing video files after the event has taken place. This may require occasional work outside of core hours.
• Ensure sufficient hardware assets are available and ready to support business requirements
• Proactively engage with external vendors to organise hardware repairs
• Provide prompt and succinct updates to all Incidents and Service Requests to colleagues and clients in all locations
• Appropriately escalate to ensure the timely resolution of incidents
• Maintain a good working technical knowledge of Windows 11 O/S, MS Office
• Assist with the coordination of the annual trainee intake and examination requirements
• Where appropriate, assist in firm wide projects such as software/hardware deployments
• Deliver exceptional customer service to all users and external clients
• Provide out of hours support, as required, to support remote workers

Job requirements – IT Support Analyst

• A Computer Science / IT related degree 
• Previous professional IT Support experience is highly beneficial
• Experience working with audio & video recording and streaming is necessary for this position 
• We are interested in hearing from candidates who have experience or an interest in Film / production - there are demands for this within the IT team so this type of experience is highly valuable
• Exceptional technical skills, and an up-to-date working knowledge of the latest operating systems, office software, and tech platforms
• Outstanding Customer Service skills, ideally with prior customer service experience
• Excellent communication, organisational, and administrative skills
• Strong attention to detail
• Self-motivated and the ability to work under pressure to deadlines
• A genuine passion for technology and how systems work

Perks – IT Support Analyst

• Hybrid, agile working style - 1 week in office followed by 1 week from home (to ensure efficient IT support presence at all times, rotated between the team)
• Please note, the demands of a busy firm means the IT team need to be on hand at all times. This role therefore involves agile hours in order to provide relevant cover amongst the team. Team hours are pre-planned, and rotational to ensure equality. Example hours outside of the standard 9-5 would be 8-4; 10-6. 

Give a Grad a Go is committed to being an equal opportunity employer. All qualified applicants will receive consideration regardless of age, gender, ethnicity, sexual orientation, faith, disability, or other. We are continually finding ways to improve the way we work, read our Diversity and Inclusion promise for more information about this.