Senior IT Support Analyst (Law Firm)

Senior IT Support Analyst (Law Firm) - Luxembourg - Permanent - 80,000 to 100,000 EUR

A fantastic opportunity has arisen for an Senior IT Support Analyst (Law Firm) to join our Luxembourg based global law firm on a permanent basis. This is a hands-on position requiring excellent technical knowledge, the ability to operate in high-pressure environments, and strong communication skills.

Key Responsibilities:

• Provide support and assistance to users and clients via email, phone, or in person.
• Deliver white-glove support to VIP and senior users.
• Troubleshoot and resolve hardware and software issues across Windows and iOS devices (laptops, tablets, mobiles).
• Log, action, and resolve incidents, requests, and problems within agreed SLAs.
• Escalate issues to relevant teams promptly when required.
• Support legal and business applications such as iManage, Intapp, and Litera.
• Contribute to IT projects and provide regular progress updates.
• Manage installs, moves, and changes, ensuring asset registers and stock levels are maintained.
• Identify training needs for users and liaise with the IT training team.
• Inform the IT Manager of any P1/P2 issues.
• Provide ad hoc support for IT initiatives and projects as required.

Key Skills & Experience:

• Minimum 3 years’ IT support experience within professional services, ideally in the legal sector.
• Previous experience as the sole IT support resource onsite (desirable).
• Strong knowledge of Microsoft Office, preferably Office 365.
• Hands-on experience supporting legal applications (iManage, Intapp, Litera).
• Knowledge of ITSM tools such as ServiceNow.
• Strong troubleshooting skills with the ability to work under pressure.
• Excellent written and verbal communication skills.
• Proven ability to manage workload effectively while supporting wider team members.
• Experience delivering VIP/white-glove support.

Senior IT Support Analyst (Law Firm) - Luxembourg - Permanent