Deskside IT Support Analyst

Reporting to the Service Desk Manager (SDM), the Deskside IT Support Analyst is responsible for supporting RWK Goodman's 600+ customers with high quality support both remotely and deskside for our Bristol office-based users. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution. Ensuring that resolutions are maintained within SLA, plus inclusion in the rota to cover core office hours and out of hours cover. The post holder will combine their technical and interpersonal skills to undertake the resolution of assigned tickets, maintaining customer satisfaction through proactive updates and troubleshooting. You must be confident in the diagnosis and troubleshooting of software ,hardware and network related issues. Also experience in supporting and troubleshooting Windows 11. Providing a positive customer experience for those customers logging tickets with the Service Desk team. The role will require site visits to RWK Goodman Bath monthly. Their primary focus will be on the following four core activities:

• Resolve Issues: resolution of incidents and service requests as escalated by Service Analysts via the Service Desk Management solution. Serving as a point of contact between 3rd line teams, the Service Desk, and its customers.
• Assist 3rd Line: working under the direction of 3rd line, assist in the design, test, and deployment of systems and applications.
• ITIL: working with the SDM and 3rd line teams to design ITIL processes for Problem, Change and Release Management.
• Team Coaching & Mentoring: develop and coach team members to improve performance and delivery of service., Troubleshooting and repair software issues.
• Troubleshooting and repair of laptop, network and operating systems.
• Ability to learn and master new software.
• Assist 3rd line and project teams in the migration to new systems and software platforms.
• Serve as a point of contact between 3rd line teams and Service Desk customers to enable resolution of application issues.
• Provide 3rd line teams with feedback of problems experienced by Service Desk customers.
• Assist 3rd line teams with testing new or upgraded software in test environment.
• Assist Training Team in the design, delivery, and improvement of software application training.
• Working with the SDM and 3rd line teams, design ITIL processes for Problem, Change and Release Management
• Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs
• Develop and coach team members to improve performance and delivery of service.
• Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture.
• Ensure technical and procedural documentation is accurate, including knowledge base.
• Escalation points for customers and Service Analysts, escalating to SDM when necessary.
• Maintaining daily communications with customers to ensure follow up and resolution of tickets.
• Undertake resolution of incidents and service requests in line with SLAs.
• Inclusion in Service Desk and out of hours rota.
Service Desk core hours (rota) Mon - Fri: 08.00 - 18.00 Out of hours cover (rota) Mon - Fri 18.00 - 22.00 Mon - Fri 07.00 - 08.00 Sat - Sun 09.00 - 17.00 Bank Hols 09.00 - 17.00

Knowledge & Skills Minimum 3 years' experience in a similar IT role Excellent level of knowledge of IT technologies and processes Experience of call logging technology and processes Experience of working to SLAs in a similar environment Relevant ITIL qualification Excellent customer service skills and good written and verbal communications skills Skills Ability to troubleshoot and determine software application issues Experience supporting software packages other than Microsoft Office Technical understanding of Windows 11, Active Directory, Group Policy, Entra ID, Exchange and Office 365 application suite Virtual Desktop Infrastructure (VDI), e.g. Citrix/AVD (Azure Virtual Desktop) Networking principles and troubleshooting Endpoint and Moblie Device Management (e.g. Microsoft Intune/AutoPilot) Valid driver's licence

At RWK Goodman, you can enjoy a strong legal career, with exceptional client work. And you'll be supported, every step of the way. A progressive Top 100 law firm, over 650 colleagues. 36 specialist areas. 3 legal divisions. With offices across the South West, Thames Valley and London. Committed to collaborative growth and shared success, we're focused on delivering sustained positive change. Because we want to make a lasting difference to the world around us and achieve our vision of being the firm what clients want to work with and people want to work for.

Some benefits will differ depending on the level of role. Please reach out to the Recruitment team for further clarification.
• 26.5-31.5 days' holiday per year
• Buying and selling holiday
• Healthcare cash plan / private medical insurance
• Life assurance
• Pension scheme
• Cycle to work scheme
• Season ticket loan
• Discretionary profit and performance-related bonus
• Hybrid working
• Employee Assistance Programme
• Enhanced family leave
• Recruitment referral bonus
• Group income protection
• Salary reviewed regularly
Career Development: We know our people are what sets us apart. That's why we continue to nurture and develop our colleagues and attract and retain the best talent. We support colleagues with a robust programme of learning and development opportunities, underpinned by our transparent Career Development Framework (CDF), which shows exactly what you need to achieve to grow your career with us. From mentoring initiatives, through to personal development programmes and courses, we are proud to offer a suite of opportunities to drive your career and achieve your ambitions. Inclusive Employer: We're on a mission to create a dynamic and inclusive culture. And that starts with our recruitment process. If you have a disability, whether visible or not, we want to work with you every step of the way. Because we want to give you the best chance of success when you apply. If you need any reasonable adjustments to accommodate your disability, such as extra time on written assessments, an accessible interview room or a quiet space before and after the interview, please speak to our so that we can work together to help bring your best self. You can find out more about our ED&I initiatives .