Support Analyst

Term: Permanent
Working hours: Full-time (Core Hours 0900 – 1730 but flexibility required between 0800-1800)
Team: IS
Location: Northampton
The firm

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The role

To provide first and second line on-site IT Support to Shoosmiths’ Midlands Offices, delivering the highest level of support and coaching to end users ensuring the most cost effective use of the business systems and allowing us to gain maximum return on the IS investment.

Main responsibilities

The remit of the Support Analyst role includes the following:

  • To be key IT support contact for nominated location(s) and manage the support needs of that office.
  • To act as backup support contact for nominated location(s).
  • Provide first and second line on-site support, updating the appropriate incidents, in response to requests directly from the business, Help Assistants or Service Desk.
  • Process personnel change for your nominated location(s).
  • Manage a team of Help Assistants, providing guidance and support.
  • Ensure you deliver a high level of service with Shoosmiths user departments and calls are kept within Service Level Agreements.
  • Provide on-call “out of hours” first line support cover on a rota basis, after probationary period.
  • Maintain and enhance the Equipment Register of IS hardware and software for the whole firm.
  • Assist with IT re-locations and moves.
  • Work with department experts, and where appropriate be the department expert, for detailed application fault diagnosis and scheduled upgrades.
  • To provide a liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised.
  • Establish and maintain effective working relationships with the IS department teams & business units.
  • Have a good understanding of the systems available within Shoosmiths.
  • Assist when required with the triaging of incidents between the Service Desk and 3rd level teams. (3rd Line)
  • Be aware of current Health and Safety requirements and co-operate with Facilities Management.
  • To work within the guidelines and procedures provided by the IS Department.
  • To work on the Service Desk during busy times.

Main responsibilities

(80%) To provide on-site Support at scheduled locations.

(20%) Other tasks as appropriate.

Skills and qualifications

Technical skills and competencies

  • Ability to deal with customers at all levels through an approachable and customer focused awareness.
  • Customer focused.
  • An inquisitive and analytical mind who is service driven.
  • A methodical and accurate worker, able to manage life cycle of incidents through to conclusion.
  • Evidence of competent writing skills and attention to detail.
  • The ability to communicate clearly.
  • The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the business.

Role-specific knowledge and expertise


  • Good understanding of IT systems and infrastructure.
  • Experience of providing support across multiple sites.
  • Has had exposure to working to tight SLA’s & KPI’s.
  • Able to use own initiative to resolve problems while working under pressure.
  • A self starter who is determined to succeed but can also work well in a team environment.
  • Able to produce work to regular deadlines.
  • Able to understand business drivers and priorities.


  • Formalised customer service training.
  • Presentation skills
  • Has had exposure working with OLA’s.

Experience, qualifications, and other role-specific requirements


  • Basic GCSE's
  • At least 2 years IT support experience in a service industry.
  • Qualified at ITIL foundation level or above.
  • Equivalent and preferably some professional qualification such as MCP or MOUS certification.
  • Familiarity with LAN (and WAN) technologies.
  • Some experience of dealing with telecommunication systems.


  • Good A Levels/BTEC or above.
  • Microsoft Product Certified / A + Certification
  • Extensive knowledge of Service Desk environment.
  • Experience in a law firm, professional services firm or other service sector industry.

Additional details

It is essential that the Support Analyst can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.

Travel to all other Shoosmiths offices will be necessary.

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.