Information Technology Support Analyst

Job Description

IT Support Analyst
Location: Guildford
Salary: £35,000

Our Client
They are an international law firm with a focus on private capital at the intersection of personal, family and business.
Their ability to understand people makes then who they are. They work together to build deep and trusted relationships that deliver meaningful value to their clients. They do this with empathy, attention, and clarity. No jargon, no attitude. They know what matters.

Job Role
IT Support Analyst
The role of the IT Support Analyst involves working as part of a team of three to provide high quality support and assistance on all aspects of IT. While predominantly based in the Guildford office, this role will include travel and support to other UK offices (London and Cheltenham) and support and cover for the IT Service Desk The Team
The IT Director has overall responsibility for the running of the Department and producing the IT strategy for the Firm. The IT Department is divided into three sections;
Service Delivery
Technical Operations
PMO
The IT Support Analyst will report into the UK Regional IT Manager. The role is based in our Guildford office, however there will be opportunities to provide telephone and remote support to all of our offices globally.
The IT Support Analyst will be required to work 35 hours per week with a various shift pattern covering 08:00 – 17:30 (excluding one hour for lunch).
This role is office based.
Roles and Responsibilities
Providing a professional and consistent level of telephone and desk-side support to the Guildford office, and other offices as required
Assisting with providing support to the firm by telephone and remote control as required
Ensuring all requests are accurately recorded and responded to within a timely manner
Assist in the setup of any internal or external virtual meetings
Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues
Configuration, maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system
Administration of all starters and leavers across the firm
Promoting the use of IT to staff
Liaising with Technical Support team, Incident and Problem Management Specialist and third-party maintenance suppliers
Imaging and maintaining laptops
Deployment and maintenance of mobile devices
Administration of the telecoms systems
Utilising and providing updates for the IT knowledge base
Requirement to cover planned absences in UK offices
Assisting with the creation and updating of documentation
Provide cover of the Service Desk when required
Other support related activities as required
Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA)
Standards and Regulations, and Principles

Skills and experience
Good knowledge of Microsoft applications, particularly Outlook and Teams
ITIL certification
Sound troubleshooting skills
Good knowledge of Windows 10
Experience of supporting Multi-Functional Devices and printers
Experience of supporting mobile devices including iPhones
Experience of using an Incident Management system
Experience of Cisco Maintenance an advantage

Person specification
Ability to work independently and as part of a team
Excellent customer service and communication skills
Able to manage Stakeholder expectations
Highly motivated and methodical with good problem-solving skills
Able to work under pressure, prioritise workloads, identify business-critical issues and act upon them.
Experience of working in a professional services organisation, Law Firm is desirable
Flexible approach to working, including a willingness to work out of hours.
Providing a professional and consistent level of technology support to all staff
Responding to incoming incidents and requests as first point of contact reported via all mediums
Provide face-to-face desk side support and be visible to the business
Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
Alerting Managers to reoccurring incidents and potential issues

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