IT Support Analyst

This role will require you to use your technical expertise to resolve 2nd line IT issues for users in a timely manner. You will be the escalation point for all incidents, requests and queries that cannot be resolved on 1st Line. You will be responsible for effective resolution or escalation of all support cases received in accordance with our SLA's and KPI's. You will also provide face to face support for users based in your location and support the AV equipment in our meeting rooms. You should be able to demonstrate previous expertise in troubleshooting and problem resolution and be comfortable collaborating with colleagues in other offices to help build a central knowledge base and share best practice.

This role is fully office based with some flexibility to work from home occasionally where cover allows.

Main duties:

• To provide 2/3rd line support to the Firm's 700 user base by acting as an escalation point between the Service Desk and 3rd Level teams.



• To provide desktop support to users in the office.



• Maintain and support the AV equipment in the meeting rooms.



• To cover 1st Line support via telephone, email and face to face as required.



• Contribute to and maintain the IT Knowledge Base in order to support the Service Desk.



• Build and support IT User Assets including Laptops, iPhones and Desktops.



• Maintain the IT asset register.



• Act as a subject matter expert for common applications.



• Cover induction training in the IT Trainer's absence.



• Participate in IT projects as and when required.



• Participate in Problem meetings and contribute to problem resolution.



• Participate in Major Incidents and manage business communications.



• Work closely with 3rd Level teams to increase the 2nd Line resolution rate.



• Provide Out Hours support on a Rota basis (18:00-19:30 mon-fri)



• Regular visits to our other offices as required.
  
  You will be working as part of the Service Delivery Team and as such you will be required to cover team other team members in times of absence. A flexible working attitude is essential to ensure that the business is supported to the highest standard at all times.


Skills and Experience

The candidate should the following Technical Capabilities:

• Be proficient in supporting Windows 10 and MS Office 365.


- Be experienced in supporting case management systems - ideally candidates would have experience in supporting LexisNexis Visualfiles

- Good networking experience - Device patching, knowledge of DNS/DHCP/WAN/Wi-Fi.

- Hands on management of Video Conferencing systems - Teams/Zoom/Conference rooms.

• Experience of VMware Horizon View or other VDI technologies.



• Have some experience with digital dictation systems.



• Strong background in building/imaging PCs, Anti-Virus and Desktop support technologies.


Candidates should ideally have at least one year's previous experience of working within a professional services environment. In any event, candidates should have:

• Excellent verbal and written communication skills.



• The ability to communicate professionally at all levels within the Firm.



• Strong problem solving and analytical skills.



• The ability to work calmly under pressure and to manage the expectations of demanding clients.



• Excellent attention to detail.



• Good knowledge of ITIL methodologies.



• Excellent Customer Service skills and ethos.


Candidates will also be expected to demonstrate at interview that they are:

• Assertive, self-motivated and able to work without direct supervision.



• Proactive and innovative in their approach.



• Focused on the delivery of a first-class service.



• A team player who is able to manage, motivate and work alongside others.


The IT Support Analyst has a responsibility to ensure that their skills set are up to date and that they are familiar with the Firm's internal systems and procedures. This will ensure that they are able to carry out their role effectively and to the best of their ability.