Applications Support Analyst

Farrer & Co is an independent law firm, with a rich history. A centuries-long tradition of advising private families, individuals and charitable institutions is today complemented by our work with Businesses, Financial Services, Individuals, Families and Family Offices (IFFO), Education and Not For Profit organisations.

We look to be the market leader in our chosen areas of expertise, advising clients on the contentious and non-contentious legal, business and personal issues they face.

Our reputation and success is based on the goodwill of numerous close client relationships. We are trusted advisers, acting in our clients' long-term interests and paying careful attention to quality and personal service.

Our clients tell us they value us for our integrity, good judgement and professional excellence, as well as our broad perspective, practical solutions and value for money. They describe us as 'a likeable bunch' too.

As a progressive technology team, Farrers IT have delivered a number of industry firsts. We lead on cloud based systems and mobility, delivering projects and managing systems which allow our staff to work regardless of their location. Technology is key to our business, so proactive and forward thinking IT staff are essential elements in our success.

The Application Support Analyst’s role is a 2nd/3rd line role delivering support to end users in the firm. This includes troubleshooting and taking ownership of applications and systems for all internal customers, such as the IT Service Desk, Infrastructure and Applications. The Application Support Analyst is also responsible for assisting in the delivery, and improvement of software applications and systems.

• Field incoming support tickets from the Service Desk to resolve application and software issues within servers, Applications, databases, and other IT systems. Implement short term fixesworkarounds if necessary.

• Record, track, and document the problem-solving process, contributing to the IT knowledgebase.

• Communicate application problems and issues to key stakeholders, including IT Management, Applications team andor Infrastructure team.

• Identify common problems and work with Applications andor Infrastructure to implement permanent fixes.

• Support the Applications architects, assisting them with workload by supporting and administering the firm's applications and systems.

• Implement and manage the firm's electronic ethical walls.

• Maintaining and managing security within the Document Management System.

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Identify and learn appropriate software applications used and supported by the firm.

• Log and take ownership of support calls to external service providers.

• Participate in the design and delivery of software applications.

• Manage the testing process for applications ensuring any new software or updated software has been formally tested before release. Document and publish all changes to the IT Team. Document and publish key changes to the firm via the Intranet.

• Experience in a client-facing support role, preferably in a law firm or other professional services firm.

• Knowledge and experience supporting:

  • Microsoft Windows 7 & 10 Enterprise

  • Microsoft Windows Server (2008 onwards)

  • Microsoft Windows SQL Server (2008 onwards)

• Experience of supporting one or more of the following systems would be advantageous:

  • Document Management – ideally NetDocuments

  • Practice Management System – ideally Aderant Expert 8

  • SharePoint – used as an Intranet

  • Document Comparison & Metadata checkercleaner – ideally Workshare

  • Microsoft SCCM current branch – patching and software installations

• Strong diagnostic skills

• Exceptional customer service skills

• Ability to handle multiple requests and prioritise

• Strong written and oral communication skills

• Strong interpersonal skills

• Able to conduct research into complex technical issues and products as required

• Ability to present ideas in user-friendly language

• Self-motivated

• High levels of attention to detail

• Proven analytical and problem-solving abilities

• Ability to prioritise and execute tasks in a high-pressure environment

• Experience working in a team-oriented, collaborative environment

• Office hours are 9:30am – 5:30pm but it is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand

• The IT Team operates well with flexible people, each possessing good problem-solving and interpersonal skills

• Overtime at weekends will be required from time-to-time in order to support project work