IT Support Analyst

About the role

The IT Support Analyst will deliver professional, high-quality IT support and assistance across all aspects of technology from the Milan office. As the sole IT support specialist on site, the Analyst will collaborate with the broader European team, the European Service Delivery Manager, and the UK-based IT Service Desk. The role demands a strong customer-service focus, taking ownership of incidents and requests from all European offices to ensure prompt and effective resolution.

Responsibilities

• Provide consistent, professional IT support to European offices by managing incidents and requests, logging every contact, and responding promptly in line with IT standards, targets, processes, and SLAs.
• Take full ownership of tickets and see them through to resolution.
• Build strong working relationships with stakeholders at all levels, including Partners, senior fee earners, and business leaders.
• Manage expectations through clear communication, realistic timelines, and regular updates throughout incident and request lifecycles.
• 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 hardware, software, and application issues, escalating where appropriate.
• Promote IT system adoption and deliver limited one-to-one training.
• Configure, manage, and maintain IT equipment (laptops, multi-functional devices, printers, smartphones), ensuring accurate tracking and updates in the asset management system.
• Exchange and relocate IT equipment as required.
• Assist with central Service Desk functions and the setup and support of internal and external virtual meetings and presentations.
• Alert colleagues to recurring incidents and potential issues.
• Maintain a local supply of IT stock equipment and accessories.
• Update and assist with the creation and maintenance of the Knowledge Base and other documentation.
• Travel to other European offices as required.

Qualifications and Experience

• At least 2 years’ experience in a busy IT support team 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 Microsoft 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 ITIL principles.

Person Specification

• Fluent Italian and English speaker with fluent written skills in both languages.
• Knowledge of French or German, both verbal and written, is desirable.
• Excellent customer service skills with the ability to explain technical concepts to non-technical staff and maintain strong interpersonal relationships at all levels.
• Strong time management and organisational skills, meeting deadlines and addressing staff needs promptly.
• Highly effective stakeholder management, including managing expectations, handling challenging interactions, and communicating with both technical and non-technical users.
• Remain calm and effective under pressure, applying strong analytical and problem-solving skills to resolve issues quickly and efficiently.
• Adaptable to changing requirements and technologies, with flexibility in working hours including outside core hours.
• Work independently and collaboratively as part of a team, taking responsibility for tasks and outcomes.
• Highly motivated and methodical.

Competencies

• Working together
• Integrity and respect
• Inclusive
• Personal impact and growth
• Driving high standards
• Commercial mindset
• Client-centric
• Responsible Business