IT Customer Support Analyst

Role Summary

Initial point of contact for all users when engaging with the IT department, providing first line technical support to a user base of approximately 90 people.

Main Duties

  • Provide first line technical support to all Gepp end-users (clients) – taking queries by telephone and email and in person.
  • Ensure all clients receive a professional, friendly and enthusiastic level of service.
  • Resolve all software or hardware issues if possible, but when necessary triage issues to the appropriate second-line support person.
  • Ensure solutions to IT issues are recorded for future reference.
  • Ensure all calls/emails are logged correctly in the help desk system.
  • Proactively monitor and manage the help desk ticket queue.
  • Set up new equipment and upgrade existing (PCs, laptops, mobile phones).
  • Preparing meeting rooms for seminars/meetings as appropriate.
  • Provide support for meeting room AV solutions.
  • Set up user accounts and maintain user profiles.
  • Participate in the delivery of projects (business and technical), where required
  • Liaise with external solution providers as necessary.
  • Keep abreast of developments in relation to key technologies.
  • Adhere to and comply with the Firm’s commitment to various “Quality Standards” including Lexcel, ISO/LQS 9001, the Conveyancing Quality Standard and the standards set by the Legal Aid Agency.
  • Adhere to the Law Society’s Client Care directive and to the Firm’s own policies as set out in the Terms and Conditions of business.


Skills Required

  • Excellent IT technical support skills.
  • A customer service focus with proven ability to communicate effectively with individuals of all levels.
  • Demonstrable problem solving techniques.
  • Flexible team player, with “can do” attitude to service delivery.
  • Good communication skills, both written and oral.


Experience and Qualifications Required

  • A minimum 2 years of experience in an IT help/service desk environment.
  • Experience of supporting a cloud-based IT environment and knowledge of Office 365 will be beneficial.                                                
  • Experience within a commercial law firm environment is not necessary but may be useful.


Formal qualifications are not necessary, but somebody with a CompTIA A+ certification or equivalent would be beneficial.

So what next?

A competitive package awaits you at our new and exciting offices on the edge of Chelmsford with free parking

For more information, please send your CV in confidence to  

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