Information Technology Support Analyst

Career Legal are proud to be the sole recruitment partner acting on behalf of a prestigious International Law Firm in their search for exceptional talent. This is an exciting opportunity to join a highly regarded global firm offering long-term career development and exposure to high-profile work.

Key Highlights:

• Permanent Position
• Onsite position to provide hands on IT support
• Comprehensive Benefits Package and generous PTO
• Salary negotiable based on experience and industry knowledge
• Exciting opportunity to join a brand new office
• Anticipated starting date: 1st July 2026

IT Support Analyst

The IT Support Analyst will play a pivotal role in delivering high-quality IT support within a fast-paced, client-focused environment. Based in the New Haven office, this individual will act as the primary IT contact locally, supporting a demanding user base with high expectations.

The Analyst will handle requests across all US offices, taking full ownership of incidents and service requests through to resolution. This role requires strong prioritisation, responsiveness, and the ability to manage multiple competing demands effectively.

The position reports to the Service Desk Manager and works closely with the UK-based IT Service Desk.

Roles and Responsibilities

• Deliver professional and consistent IT support to US offices by efficiently managing all types of incidents and requests. Ensure every contact is logged, actioned, and responded to promptly, in alignment with IT standards, targets, processes, and SLAs. Demonstrate accountability by taking ownership of all tickets and diligently seeing them through to resolution.
• Build strong working relationships with stakeholders at all levels, including Partners, senior fee earners and business leaders. Effectively manage expectations by providing clear communication, setting realistic timelines, and ensuring stakeholders are kept informed throughout the lifecycle of incidents and requests.
• Operate effectively in a high-demand environment where responsiveness, prioritisation, and service quality are critical to supporting a client-facing business.
• Perform detailed troubleshooting and root cause analysis across a range of hardware, software, and application issues, taking ownership through to resolution and escalating where appropriate.
• Configure, manage and maintain IT equipment, including laptops, multi-functional devices, printers, and smartphones. Ensure all equipment is accurately tracked and updated in the asset management system.
• Exchange and move IT equipment as required.
• Work closely with colleagues in the UK, Europe, Middle East, and Asia.
• Assist with central Service Desk functions as required.
• Assist with the setup and support of AV and video conferences.
• Alert colleagues of recurring incidents and potential issues.
• Utilise and update the Knowledge Base while assisting with the creation and maintenance of documentation.
• Travel frequently to other offices in the region.

Skills and Experience

• At least 3 years’ experience working in a busy IT Service Desk environment, within a legal or professional services organisation.
• Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues independently.
• Sound knowledge of supporting MS Windows and Office, particularly Outlook and Word.
• Good understanding of PC hardware and software setup and configuration.
• Knowledge of Document Management Systems, preferably iManage.
• Understanding of software deployment packages.
• Knowledge of legal-specific applications such as InterAction and Intapp is an advantage.
• Understanding of the ITIL principles.

Person Specification

• Demonstrate excellent customer service skills, with the ability to convey technical information to non-technical staff and maintain good interpersonal relationships at all levels within the firm and IT team.
• Exhibit strong time management and organisational skills, ensuring deadlines are met and staff needs are addressed promptly.
• Highly effective stakeholder management skills, including the ability to manage expectations, handle challenging interactions, and communicate effectively with both technical and non-technical users.
• Remain calm and effective under pressure, particularly when supporting time-critical business activities, applying strong analytical and problem-solving skills to resolve issues quickly and efficiently.
• Show adaptability to changing requirements and technologies, and flexibility in working hours, including outside of core hours.
• Work independently and collaboratively as part of a team, taking responsibility for tasks and outcomes.
• Highly motivated and methodical.