Desktop Support Analyst

Boodle Hatfield LLP is a highly successful London law firm with a heritage spanning almost 300 years advising wealthy families, property investors, landed estates, entrepreneurs and family businesses. Today, much of our work has an international dimension as many internationally mobile clients turn to us to help them structure and preserve their wealth or to advise them on their property investments and business activities in the UK. 

The Firm operates through five departments - private wealth, property, corporate, litigation and family – and has a strong focus on key sectors including Arts and Luxury assets; Middle East, Family Offices, Family Businesses and Entrepreneurs from offices in London (Bankside and Mayfair) and Oxford. 

We have a modern and agile approach which enables us to balance maintaining long standing relationships with clients and an entrepreneurial attitude to attracting new clients.

Working with the wider IT team, the Desktop Support Analyst will cover 1st & 2nd line technical support of the firm's users, picking up calls escalated from the outsourced service desk or direct to the internal IT department.

The role will cover support for a wide range of hardware and software; including desktop PCs, laptops, mobile phones, tablets, telephones and conferencing systems. 

The IT Support Analyst will assist the support team and work with external suppliers to ensure the efficient and effective use and performance of the firm’s IT systems.

The role is based in the firm's Bankside office with some working from home.  The candidate will be required to support the Mayfair and Oxford offices which could involve occasional site visits.  The candidate must be flexible to work a shift of 8am - 4pm, 9am - 5pm or 10am - 6pm as needed.

• Monitoring calls on the IT Service desk and responding to allocated calls; prioritizing and following-up calls and ensuring that users are supported in a timely and effective manner.
• Taking ownership of tickets assigned and using your knowledge, experience and persistence to work through to a successful resolution of the issue.
• Supporting hardware including (but not limited to) PC’s, laptops, tablets, mobile phones, printers, projectors etc.
• Supporting software including the Microsoft Office suite, Mimecast, Windows 10, Elite 3E, iManage DMS, InterAction, IntApp Open, Bighand, Adobe, Oyez Forms, DocX Tools and any other software packages / systems used by the firm.
• Reimaging and preparing PCs/laptops for new starters and supplying equipment to users as required.
• Assisting the Reception team with the use of AV & VC equipment in the meeting rooms.
• Day-to-day administration and support of the firm’s applications and systems, ensuring that the firm’s policies and procedures are followed at all times.
• Running early morning checks on overnight processes; investigating and resolving any unexpected events.
• Maintaining and updating the IT equipment asset management register.
• Keeping the existing system documentation, procedures, knowledge-bases and user guides updated as required.
• Any other responsibilities reasonably assigned by the IT Infrastructure & Support Manager or IT Director.

Candidates must have excellent understanding of how to support IT systems within a busy law firm, have supported the majority of the systems listed above and be keen to learn about the others.

Methodically troubleshooting; diagnosing and testing sometimes complex issues raised in relation to all hardware and software and escalating calls where necessary to third line or third party suppliers where appropriate.

Will work as part of a small team and must possess excellent teamwork and relationship building skills with ability to deal with Partners, Fee Earners and clients at all levels.

Other important qualities are as follows:

• Analytical, structured and logical approach to problem solving, with excellent attention to detail.
• Effective communicator with good listening skills.
• Sound planning and time-management skills and the ability to prioritise effectively.
• Flexibility of approach when faced with multiple priorities and commitments.
• Proactive and highly organised and capable of managing conflicting priorities and deadlines. Able to balance a varied workload.
• Positive, customer service focussed attitude.

Boodle Hatfield is committed to providing equal opportunities in employment through its inclusive and supportive environment. 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.  We are fully committed to a working environment in which all people can excel.