IT Support Analyst

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

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.

Shoosmiths are currently undergoing an exciting period of development and investment in the IT infrastructure, with 40 live projects currently underway to transform business processes and increase efficiency firm-wide. As these developments and implementations continue, we are looking for talented individuals who are passionate about delivering excellent service who want to proactively contribute to the continued success of Shoosmiths.

The team are looking for an IT Support Analyst to join a nationwide team of 6 IT Support Analysts who are responsible for providing 1st & 2nd line support through direct business contact via site support and remote support via the Service Desk, ensuring the highest level of support and coaching to end users.

As an IT Support Analyst, your remit will cover both the Manchester and the new Leeds office. There will be occasions where you are required to travel to Edinburgh and Belfast to also provide support to these offices.

Depending on support needs of each office, the travel to Edinburgh would be around once a fortnight for 2 days, Leeds every week or possibly 2 days a week and Belfast once a fortnight.  You would be in Manchester 2 to 3 days per week.

•    Provide IT support and services to allocated sites.
•    Provide backup support and services to allocated sites.
•    Co-ordinate and manage through to resolution all incidents that are assigned to site via the Service Desk or via direct contact. 
•    Ensure you deliver a high level of service with Shoosmiths user departments and calls are kept within Service Level Agreements.
•    Manage a team of Help Assistants, including mentoring and training.
•    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 key provision of 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 other areas of the IS department as and when required.
•    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.

Break-down of responsibilities 
(80%) Provide first and second line support via on-site attendance, in response to business requests. 
(15%) To provide cover for the Service Desk in peak times as required.
(5%) Other tasks as appropriate.

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.

Experience & knowledge

Essential
•    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.
 

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

Qualifications
Essential
•    5 GCSEs grades A-C including Maths & English
•    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.

Preferred
•    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
The ability to work on a rota basis between the hours of 8:00am & 6:00pm.
It is essential that the IT 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 other Shoosmiths offices will be necessary.

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.