IT Support Analyst

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £40k per annum

​A Prestigious Law Firm based in the City of London are seeking a motivated and enthusiastic IT Support Analyst to join their IT team on a permanent basis, working in a hybrid setup where you will be providing IT Support to their internal employees as well as participate in project work.

ABOUT THE COMPANY

The law firm's wide range of expertise means that they can support their clients in all areas of their business and private life, when it matters most to them. Many of their lawyers are leaders in their field and their practice areas are highly ranked by the legal directories.

They are known for combining creative solutions with pragmatism and a friendly, sensitive approach. The relationship between lawyer and client is key. They work hard to match clients with lawyers who have the right mix of skills, experience and approach in order to achieve the best possible outcome.

ABOUT THE ROLE

Reporting to Service Desk Team Leader. The IT Support Analyst will provide Information & Technology support to all employees.

RESPONSIBILITIES:

  • Trouble-shooting, diagnosing and resolving issues and closing tickets according to the Incident Management process

  • Invoking the major incident process when required and escalating to the relevant authority when necessary. Managing any communication with the business if necessary

  • Handling in timely manner of all business requests recorded as Service Requests in their IT Service Management tool

  • Maintaining their IT systems, this may include scheduling update/patches and their deployment

  • Providing admin and ad-hoc support to their systems in line with their processes which may require following the Change Management process on case basis

  • Providing supports for third party applications which may require liaising with the vendor when and where appropriate

  • Documenting and maintaining their Knowledge Management system with all relevant documentation such as IT procedures, knowledge-bases articles and user guides

  • Maintaining user security on all systems in line with the Infrastructure and Information security teams’ process

  • Undertaking any localised maintenance tasks requested including software upgrades and installation, system configuration and any maintenance required

  • Handling of the Problem Management process, from the root cause analysis to any actions required to resolve the problem record

  • Identifying potential risk to their systems and escalating to the relevant party for resolution in an efficient and timely manner

  • Assisting with the adoption of, and adhere to best practice and any standards that the IT Team and/or the Firm may introduce

  • Identifying any potential improvement to their infrastructure and escalating to the relevant team with all relevant information

  • Maintain their Asset register for compliance purposes for all hardware and software managed by Information and Technology

  • Other ad hoc duties may be required.

EDUCATION/QUALIFICATION:

  • Educated to A level or equivalent standard, including English Language and Mathematics at grade C minimum

  • ITIL v3 Foundation minimum

  • A qualification or other relevant tertiary training (preferably to degree level) would be desirable

  • Relevant Microsoft technical certifications are desirable

KNOWLEDGE ABILITY:

  • Ability to learn, implement and take ownership of new technologies quickly and efficiently

  • Experience of setting up PCs, laptops, new starters and resolving all type of issues firm-wide quickly and efficiently

  • Strong technical understanding of IT systems in general

  • Strong administration, prioritisation and organisational skills

  • Demonstrate trouble-shooting, diagnostic and problem solving skills

  • Demonstrate ability to take initiative and take leadership is specific stressful situation.

  • Good understanding of one or all ITIL processes (Incident, Request Fulfilment, Problem, Change and Asset Management)

TECHNICAL ABILITY:

  • Excellent knowledge of all Microsoft Office Suite applications

  • Excellent technical knowledge of Windows Operating systems and on all Microsoft Office Suite applications

  • Strong hardware experience including desktops, laptops, tablets and printers

  • Strong technical understanding, including supporting a Microsoft Platform in an enterprise environment (including knowledge of Active Directory and Exchange administration)

  • Strong knowledge on Audio Video technologies (Poly, Creston, Solstice…) desirable

  • A good understanding of printer solutions (Software and hardware).

  • A good understanding or of email security management system such as Mimecast

  • Excellent understanding of network LAN/WAN and VLANs

  • Good knowledge of SCCM – application packaging, image building and deployment

  • Strong technical understanding of DMS/ CMS/ PMS systems.

  • Good understanding of information security and security technologies, and the principles governing Data Protection and information security in a law firm environment

CLIENT CARE:

  • Communicates effectively at all levels, both verbally and in writing

  • Confident telephone manner and the ability to answer helpdesk queries

  • Strong understanding of customer service excellence and delivery

  • Ability to deal with high level workloads and changing priorities Excellent listening skills

FIRM WIDE SKILLS:

  • Has a strong understanding of the importance of client confidentiality, information security and data protection.

ATTRIBUTES:

  • The ability to work efficiently under pressure and to manage customer’s needs.

  • Willingness to take ownership of issues, ensuring all relevant parties are kept up to date until its complete resolution.

  • Works well within a team with a strong work ethic; a can-do attitude

  • Has a proactive, confident and flexible approach

  • A natural curiosity and determination to drive problem resolution

  • Process driven, and the ability to adhere to SLAs where possible

  • Ability to demonstrate behaviour in keeping with the Firm’s core values of Teamwork, Respect, Integrity and Fairness, Commitment and Understanding.