IT Support Analyst

Term: Permanent
Working hours: Full-time
Practice area: IT
Location: Guildford
The Firm

Stevens & Bolton is one of the largest teams of lawyers in the South outside London. Independently recognised as one of the UK's leading national law firms we build deep relationships with our clients, whose satisfaction with our services is the true measure of our success.

Our single office approach ensures excellent communications and efficient co-ordination of our resources. We handle complex and strategic work for our clients, but appreciate the importance of value for money, commercial awareness and flexibility. International work is as important to us as our domestic practice and we regularly work with many carefully selected law firms around the world.

We want enjoyment to be a primary driver in the working day - and a key 'reason to be here' for our employees. It's a philosophy that comes from the top and cascades through the organisation. It is upheld through a combination of factors: delivering quality in everything we do; securing stimulating, challenging work that stretches and rewards; employing truly distinctive, diverse people who willingly engage, collaborate and support; committing to continuous development for everyone; and providing a sustaining environment in which people can learn and grow.

The Role

User support

  • To respond in a timely manner to emails or telephone support calls, and to ensure that the “clients” level of expectation is established, communicated and satisfied.
  • To properly log every call, and maintain call records in appropriate detail, using our helpdesk software.
  • To deal with and resolve IT issues; over the phone, by remotely connecting to PCs, through desk visits, or by escalating appropriately to internal IT team members or to external support companies.
  • To ensure that end-users comply with the firm’s IT policy and report any contraventions to the Head of IT.
  • Provide out-of-hours support according to a rota.
  • To act as liaison with external support companies when progressing calls while ensuring an effective, timely resolution is communicated internally.
  • To develop and sustain good, professional working relationships with external support companies and their consultants.
  • To provide regular feedback of operational and support experiences to the Head of IT, and offer recommendations as to how these might be revised or enhanced.
  • To install end-user hardware and software when required, and to help maintain a stable end-user environment.
  • To manage the provisioning and allocation of mobile and remote solutions and to assist end-users in the use of these.
  • To disseminate IT communications to end-users, and return their feedback and comments to the Head of IT (and the IT Team where appropriate).

Administration and housekeeping

  • To always ensure that adequate documentation is produced or made available on the firms Intranet.
  • To help maintain the fixed asset register and software inventory for all IT assets.
  • To contribute to the development and maintenance of all IT documentation and the knowledge base, to be published on the Intranet and the helpdesk system.
Qualifications and Experience

Technical knowledge requirement

  • Proficient in supporting Microsoft Office and other popular software products (e.g. Adobe) in a professional environment.
  • Practical experience of setting up and trouble-shooting networked PCs, printers and other peripherals.
  • Set up and troubleshooting of desktop and mobile phones (iPhones).
  • Experience of troubleshooting Windows desktop operating systems (e.g. user profiles on Windows 7 and Windows 10).
  • Knowledge of specialist legal software such as iManage (DMS), Workshare, BigHand, Laserform, etc. would be advantageous.
  • Degree and / or Microsoft (or similar) accredited training would be advantageous.

Skills requirements

  • Able to demonstrate practical helpdesk experience, preferably in professional services, having used call logging software.
  • Experience of dealing with calls either by answering or escalating them, and prioritising their own workload to meet client expectations.
  • To prioritise and manage their own time, and be conscientious in regards to record keeping.
  • To effectively communicate ideas and enthuse others by building and maintaining good working relationships with staff members, the IT team and external support companies.
  • A team player.
  • Excellent communication skills.
  • Customer focused, and able to prioritise / manage client expectations.
  • ‘Can do’ attitude.
  • Willingness to learn.
  • Calm under pressure and able to meet tight deadlines.

Ideally 2 years experience in a similar role.

The Opportunity
  • The general responsibilities of your role include;
  • Answering, logging and responding to IT support issues that are logged over the phone, via email or via the support portal.
  • You will be required to assist in resolving these issues over the phone, via remote sessions, through desk visits, or escalating them to other IT team members.
  • It is expected that over time, as skills are transferred and you gain more experience of our environment, that you escalate fewer issues and resolve these at the initial phase.
  • This is an internal client-facing role which requires a high-level of professionalism and good customer service, with a motivated approach to dealing with staff members.
  • The IT department is focused on improving customer service levels and response times through the development and maintenance of excellent working relationships with staff members.
  • It will often fall to you to promote and encourage the adoption of new systems, along with existing policies and procedures.