IT Support - Hire or get hired
Your complete guide to the IT Support Role: Duties, salary & hiring tips
Purpose of the IT Support
The IT Support professional provides technical assistance to users by troubleshooting hardware, software, and system issues while maintaining a high level of customer service.
IT Support's duties and responsibilities
• Helpdesk Support:
Respond to user queries via phone, email, or ticketing system.
• Troubleshooting:
Diagnose and resolve hardware, software, and connectivity issues.
• Installation:
Set up new equipment, software, and system configurations.
• Maintenance:
Perform system updates, patches, and regular maintenance.
• Documentation:
Maintain IT support logs and asset records.
Respond to user queries via phone, email, or ticketing system.
• Troubleshooting:
Diagnose and resolve hardware, software, and connectivity issues.
• Installation:
Set up new equipment, software, and system configurations.
• Maintenance:
Perform system updates, patches, and regular maintenance.
• Documentation:
Maintain IT support logs and asset records.
Requirements and qualifications for a IT Support
• 1–3 years’ experience in an IT support or helpdesk role
• Strong troubleshooting and customer service skills
• Familiarity with Windows/Mac OS, Microsoft Office, and networking
• Ability to explain technical issues in simple terms
• Experience with ticketing systems and IT documentation
• Strong troubleshooting and customer service skills
• Familiarity with Windows/Mac OS, Microsoft Office, and networking
• Ability to explain technical issues in simple terms
• Experience with ticketing systems and IT documentation
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The legal sector continues to face hiring challenges, particularly for Senior Associates, with 39% of firms struggling to fill these roles, followed by Lawyers (25%) and Associates (21%). Legal support staff, including Legal Assistants and Secretaries, also remain in high demand. Recruitment agencies remain the most effective hiring channel, with 67% of firms using their services, while job boards (40%) and referrals (40%) serve as supporting channels.
Workplace flexibility remains a priority, with 82% of firms offering work-from-home options and 68% providing flexible hours. Despite this, office attendance is still high, with 70% of employees going in at least four days a week. Parental leave policies vary widely across the sector—some firms provide up to 26 weeks of paid leave, while others adhere strictly to government-mandated benefits.
To attract and retain talent, firms are focusing on competitive benefits, with 65% offering bonuses and 65% investing in career development training. Other key incentives include professional association memberships (72%) and company-paid training (67%). As firms compete for talent, structured career progression and additional leave entitlements are becoming essential in retaining top performers.
Workplace flexibility remains a priority, with 82% of firms offering work-from-home options and 68% providing flexible hours. Despite this, office attendance is still high, with 70% of employees going in at least four days a week. Parental leave policies vary widely across the sector—some firms provide up to 26 weeks of paid leave, while others adhere strictly to government-mandated benefits.
To attract and retain talent, firms are focusing on competitive benefits, with 65% offering bonuses and 65% investing in career development training. Other key incentives include professional association memberships (72%) and company-paid training (67%). As firms compete for talent, structured career progression and additional leave entitlements are becoming essential in retaining top performers.
