IT Support Analyst- 1st Line

This IT Support Analyst will be responsible for providing first line support to all offices, including deskside support and basic fixes over the phone as well as ensuring calls to the IT department are dealt with and tickets are managed and escalated within a timely manner.

• Answer support calls


• Ensure the process of logging all tickets is followed


• Provide basic fixes over the phone


• Provide deskside support


• Provide excellent customer service


• Comply with the company's policies and procedures


• Flexible enough to provide support at other offices when required to do so


The above description is not an exhaustive list due to the nature of the role. Therefore, the job holder may be required from time to time to carry out other ad hoc tasks as requested.
The Team
Gateley Plc has a dynamic and collaborative IT department. We are growing our team to 55 staff members in total across IT Service, Infrastructure, Architecture, Security, Change Management, Development, Innovation and Client Solutions.
The IT Service Delivery team consists of 19 members across 5 sites, including Birmingham, London and Manchester, Leeds and Guildford. They provide deskside and remote support for IT queries, action tickets and ensure items are managed effectively whilst maintaining a high level of customer service.
The Person
In order to be successful in this role you will need to demonstrate the following:

• As the first point of contact and face of the IT Team when users require assistance, you will need to be able to provide excellent customer service to a diverse user base.
  
  You must be able to work independently and as part of a team, being flexible in your approach to work.


• An excellent communicator with a clear, concise and friendly telephone manner, as well as the ability to prepare written material that is understandable, and well structured.



• You will have the ability to prioritise and have strong personal organisation skills.


You will be self-motivated and able to support multiple products simultaneously. Background in any of the following technologies/methodologies would be advantageous.

• Microsoft Windows 10


• Microsoft Office 365


• Microsoft Active Directory


• LAN/WiFi network configuration


• Mobile device imaging/configuration


• Use of IT Service Management/ticket logging software


• Use of remote access tools


• Understanding of ITIL best practice


• Awareness/experience of legal sector software (Document/Case/Practice Management)
  
  The benefits

With support, coaching and feedback from some of the most engaging colleagues around our great development and progression opportunities will reward your commitment and loyalty. We offer a competitive remuneration package where you'll be rewarded for your individual performance with an opportunity to receive an annual bonus.

In addition, we have a wide range of learning and development opportunities via our Learn platform to develop new skills and progress your career. Our My Flex comprehensive rewards package includes options covering annual leave (and the benefit of purchasing extra days), cycle to work, critical illness benefit, employee assistance programme, group personal pension, health care, season ticket loan and many more benefits (grade dependent). Finally, with Perks At Work/Home you can select a host of retail benefits that suit your needs alongside a Community Online Academy, free courses for all from fitness to coding to languages to hip hop dance.

We are Gateley
We are forward thinking and straight talking, our approach is to find solutions to the problems that our clients face. Gateley is a legal and professional services group, we are a group of formidable experts in all areas of law and business. Passionate problem solvers, we get our kicks from finding the right answers and getting our legal and business clients where they need to be. We support more than 5,700 active clients, ranging from FTSE 100 companies to private individuals, in the UK and beyond. Being part of Gateley is not just about the expertise that you bring; it's about attitude too.
The 'Gateley Story' is the story of our people and our culture. It is what has got us to where we are today as a successful business and it's the driving force behind the Gateley Team Spirit and the values that have shaped it. We have a set of shared internal values that capture what the Gateley Team Spirit is and this includes five elements that bind us all together as one Gateley: Ambitious for Success, Forward Thinking, Room to Breathe, Trusted to Do and Working Together. Every year across the group, we recognise members of our team that have gone and above and beyond and have lived these shared values. They are recognised at our annual Gateley Team Spirit awards.

Diversity, inclusion and well being
Diversity, inclusion and well-being is an important part of Gateley's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
We are proud to have been recognised by The Law Society as gold standard for our Diversity and Inclusion Charter and to be Stonewall Diversity Champions.