Operations Support Analyst

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 50 law firm to achieve “Platinum 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 makes Shoosmiths a fantastic place to work.

Reporting to the Operations Team leader, the jobholder will be responsible for the support and delivery of Third Line support services to Shoosmiths’ user community. 

This will encompass the following: 

• Manage the support needs for Shoosmiths Office 

• Work with HA providing guidance and support 

• Provide on-call “out of hours” first line support cover on a rota basis, 

• Keep admin systems up to date with hardware and software data. 

• Support incidents and communicate anything raised through problem management.  

• Manage 3rd line incidents escalating where necessary 

• Manage the 3rd line knowledge base and the communication cross department. 

• Support service desk to ensure they deliver their service to SLA’s 

• Manage the starter and leaver process

Principal responsibilities 

• Ensure that incidents and requests escalated to third line are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support. 

• Support all aspects of the 3rd Line Support Service, including onsite, 3rd line issue resolution and hardware and software deployment 

• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s).  

• Maintain a comprehensive support knowledge base for use by IT support services as well as providing self-serve help for the users. 

• Provide on-call “out of hours” first line cover on a rota basis. 

• Communicate effectively acting as a key communicator with users, team members and the department. 

• To be key IT support contact for designated office. 

• Ensure appropriate IT support is provided at all Shoosmiths offices as and when needed. 

• Provide the inventory, support and maintenance of Shoosmiths end user technology assets, including, but not limited to laptop computers, mobile devices, printers and software. 

• Responsible for 3rd line support staff management and development, including regular one to one, overall staff morale and motivation, and general staff well-being. 

Secondary Responsibilities 

• Participate in department projects as and when required 

• Participate in service desk activities as and when required 

A minimum of 2-3 years professional experience in a IT/IS support role, including experience of troubleshooting and supporting computer applications and operating systems. Must be able to prioritise and work effectively under pressure. Travel to Shoosmiths Offices will be required. 

Desired: 

• Experience troubleshooting both hardware and Microsoft operating systems 

• Demonstrated knowledge of the Microsoft technical and Office stack  

• Strong knowledge of Win 10 

• Excellent analytical, written and verbal communication skills including the ability to effectively communicate technical information to non-technical users 

• Excellent customer service skills and ethos 

• Demonstrable project management and multi-tasking capabilities 

Advantageous 

• Experience of working in the legal or professional service sector 

• Demonstrable experience and knowledge using MS SCCM for workstation imaging and software distribution 

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references covering the last 3 years, proof of ID, proof of address covering the last 3 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check.

Our approach to our people is underpinned by our approach to diversity, inclusion and well being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

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.