Technical Escalation Analyst - London, Law Firm Are you ready to be the go-to problem solver in a dynamic, global IT team? A global law firm is seeking a Technical Escalation analyst to join a collaborative team supporting users across Europe, the Middle East, and beyond. This is more than a support role - it's about taking ownership of technical challenges, analysing and managing recurring problems, working with cutting-edge infrastructure, and ensuring the firm's tech runs like clockwork. Your Mission 2nd Line Excellence : Be the escalation point for complex IT queries, ensuring quick, effective resolutions for users and systems. Infrastructure Innovator : Work with the firms Citrix XenDesktop environment, supporting VDI/Thin PC setups and maintaining robust connections across the firm's global offices. Trend Spotter : Analyse recurring issues and drive solutions to improve efficiency. Collaborator Extraordinaire : Work closely with global teams, sharing insights and building a world-class IT experience. Hands-On Impact : Assist in deploying, upgrading, and optimizing systems and applications, including hardware and software rollouts. What You'll Work With Advanced Infrastructure : Citrix XenDesktop, VDI/Thin PC technology, and global data centers in London and Singapore. Standardized Systems : Locked-down desktops for consistency and security, automated software wipes, and robust security policies. Global IT Operations : Support from a central 24/7 Helpdesk team managing 6,000 monthly calls, with 75-80% resolved at first line. You'll be the expert for escalations. Service Tools : IT Service Management (ITSM) platforms to track, resolve, and document incidents and service requests. Emerging Tech : Collaborate on global IT projects to integrate new tools and systems, ensuring seamless user experiences. About You Experience in an escalation support role within a Professional Service environment Ideally have experience with legal applications such as iManage / Intapp Office 365 support Using Mimecast for email hygiene or similar Proactive mindset, with the ability to recommend measures to improve performance Why This Role? Join an IT team at the heart of a global legal powerhouse. Work with cutting-edge tools Develop your career in a role that blends technical expertise with business impact. Gain exposure to international projects and opportunities to travel. If you're ready to elevate your IT career, apply today Technical Escalation Analyst - London, Law Firm