IT Support Analyst / Technical Support Analyst

Job Description

Who are we?

Joseph Hage Aaronson LLP is an exciting specialist litigation practice based in Holborn, central London. We have built a new model for the provision of litigation services, combining the best qualities of a chambers with those of a traditional law firm.

The Technology Team plays a fundamental part in the business, providing various services to staff, working very closely with other departments, and are integral to shaping the direction and the role of technology within the firm.

What is the open position?

The Technical Support Analyst position is a fantastic opportunity to join a dynamic, inclusive team and develop your skills and knowledge. You would be reporting directly to the CTO, you will work closely with stakeholders and all staff members. You’ll be responsible for logging, managing, and owning incidents and requests, and proactively monitoring their progress. JHA operates as team and everyone contributes to a positive and productive work environment where everyone’s strengths are utilised and challenges are met collectively. It is therefore a must to interact and be an active team player, helping others, and escalating and resolving issues as a team.

Who are we looking for?

A motivated individual with:

Initiative and a self-starter mindset who can work independently to resolve users’ issues, manage workloads effectively, prioritise tasks based on urgency and impact on business operations.
A friendly, helpful, and patient personality.
Outstanding communication skills.
Willingness to learn new things every day, research and apply different methods.
Determination and persistence.
Unwavering interest in recent technology advancements.
User experience-first mindset.
Great organisational skills and who is proactive.
Experience with Microsoft 365, Windows and Apple endpoint devices.
Competency in Microsoft applications: Word, Excel, PowerPoint, Teams, OneDrive, SharePoint, and Outlook
Fundamental understanding of networking and information security principles.

What will you be doing?

Being the first point of contact for all tech support queries via e-mail, phone or messages.
Providing a professional and consistent level of Technology support to all staff.
Identifying users’ needs and solve problems proactively, by suggesting innovative solutions.
Onboarding and offboarding employees ensuring they are trained in how to use our equipment and systems securely and correctly.
Diagnose and resolve technical hardware and software issues.
Identify and escalate problems to the senior team members and third-party suppliers where necessary.
Engaging with our external suppliers where necessary and following up on open tickets to help resolve users’ issues.
Creating and updating documentation and content on internal knowledgebase and our Intranet.
Participate in planning and implementing continuous improvements to our systems and workflows.
Build and manage excellent working relationships with other departments and all staff members.
Manage procurement of new hardware, software, licenses, supplies, and maintain records on their allocation.
Setting up and maintain AV and conferencing equipment.

How will we help you succeed?

Online continuous learning subscription to support your growth and career.
Mentorship within the team to help with obstacles and learning from them together.
An environment where teamplay and individuality are equally cherished.
Opportunities to be directly involved in technical decisions and workflows.
Constant exposure to all levels of project implementation.