IT Support & Asset Management Specialist

Key Responsibilities

• Serve as the first and second point of contact for all IT support requests received via phone, email, walk-up, and the firm's ticketing system.
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues in a timely and professional manner.
• Escalate complex or unresolved issues to Level 3 support or specialist teams with thorough documentation and handover notes.
• Support the onboarding and offboarding of staff, including device provisioning, account setup, and equipment retrieval.
• Deliver clear, jargon-free technical guidance to non-technical users across all levels of the firm, including partners and fee earners.
• Maintain high standards of customer service in line with SLAs, logging all interactions accurately in the ticketing system.
• Aid in meeting room AV and conferencing technology setup, ensuring business-critical meetings are supported seamlessly.

IT Asset Management

• Own and maintain a comprehensive and accurate IT asset register covering hardware and peripheral inventory across the firm.
• Track the full lifecycle of all IT assets from procurement and deployment through to retirement and disposal, ensuring compliance with firm policy.
• Conduct regular physical audits of IT equipment and reconcile findings against the CMDB or asset management system.
• Cook up with procurement and finance teams to manage purchase orders, asset tagging, and warranty records.
• Monitor software license entitlements and usage, identifying risks of over- or under-licensing and supporting license renewal cycles.
• Produce regular ITAM reports and dashboards for IT management, highlighting trends, risks, and cost optimization opportunities.
• Ensure that decommissioned assets are disposed of securely and in accordance with data protection regulations and environmental policy.
• Support vendor relationships and assist with contract management for hardware and software suppliers.

Process & Continuous Improvement

• Contribute to the development and maintenance of IT knowledge base articles, SOPs, and user-facing guidance documentation.
• Identify recurring issues and propose proactive solutions or process improvements to reduce ticket volumes and improve user experience.
• Support IT projects and infrastructure initiatives as required, acting as a liaison between the service desk and project teams.

Essential Skills, Knowledge & Experience

• Proven experience in an IT support role covering Level 1 and Level 2 incidents in a professional services or corporate environment.
• Demonstrable experience in IT Asset Management, including maintaining asset registers and conducting hardware audits.
• Strong working knowledge of Microsoft 365, Windows 10/11, Active Directory, and common productivity tools.
• Excellent communication and interpersonal skills, with the ability to engage professionally with lawyers, partners, and senior stakeholders.
• High attention to detail and a methodical approach to asset tracking, data accuracy, and record keeping.
• Ability to manage competing priorities, work under pressure, and meet SLA targets in a demanding environment.
• Commitment to a full-time, on-site presence (5 days per week) at the firm's offices.

Desirable Experience

• With ServiceNow ITSM platform, including incident management, asset management modules, and reporting.
• Familiarity with legal sector software such as iManage (document management), Aderant or Elite 3E (practice management), or InterAction (CRM).
• Knowledge of ITIL frameworks, particularly Incident, Problem, and Asset Management processes; ITIL Foundation certification desirable.
• Experience working within a law firm or other regulated professional services environment.
• Exposure to software license management tools and CMDB administration.