IT Analyst

Lewis Silkin is a UK top-100 commercial law firm with offices in London, Oxford, Cardiff and Hong Kong. The firm is recognised by clients and industries alike as being distinct: for its deep understanding, insight and advice to creative, innovative and brand-focused businesses; for its market-leading international practice in employment, immigration and reward; and for delivering pragmatic, commercial advice in a refreshingly human way.

With 62 partners and more than 350 staff, the firm is structured around two key divisions.

In employment, immigration and reward, it is consistently top-ranked, and was named HR Law Firm of the Year 2015 by the Legal 500. With over 100 lawyers, Lewis Silkin’s employment and immigration team offers an unrivalled service supporting clients, including many of the world’s leading businesses, on their HR, employment and immigration law needs domestically and internationally. 

The creators, makers and innovators team is made up of leading advisers for creative, innovative and brand-focused businesses, offering a deep understanding of the industry sectors in which clients operate combined with real expertise across a wide range of legal services. From start-ups to multinationals, the firm’s comprehensive and commercially focused advice helps clients succeed in an increasingly complex and converged international marketplace.

The IT Department has a relaxed, sociable, working atmosphere whilst providing a high level of support to its users, there are currently 12 staff in IT split between helpdesk, networks, training, development and management and across 2 sites, Cardiff and London.

The systems

NetDocuments document management system with Office 365 applications running on Windows 10 laptops, Thomson Elite/Intapp Time practice management system.  

 Full VOIP installation and unified messaging, Interaction, Mimecast, Big Hand digital dictation and Fresh Service Helpdesk software for logging all calls.  We run an outsourced datacentre in a Virtual/SAN environment.  We use VPN connections on the laptops for mobile working and Citrix for remote access, OWA iOS and Android mobile phones secured through Intune.

The IT Analyst - Service Desk will assist in the day-to-day operational support of the firm’s IT systems and users.  The position is within a small IT team working mainly on the IT Service Desk and will encompass user support (both in person and over the telephone), systems operational support, application support, development and testing, change control and documentation. The ideal candidate will be a proactive self-starter who can own an issue and see it through to resolution, someone who is able to develop their skills by using in-house materials and resources to troubleshoot and is able to think “outside of the box”

Technical Skills

The ideal candidate will have knowledge/experience in the following systems.

• Have a relevant IT qualification and/or previous experience of working in a professional services environment preferably legal supporting standard legal systems including or similar to, NetDocuments,Thomson Elite 3E, Intapp Time, Intapp Open, Mimecast, Bighand
• Excellent knowledge of Windows 10 +, Office 365  
• Freshservice or similar Service Management tools
• MDM, troubleshooting IOS, Windows Laptops and Android devices
• Citrix support experience
• Active directory administration
• Knowledge of Document Management Systems
• Knowledge of installing and troubleshooting printers and network printing
• Understanding of video and voice conferencing

The role

The successful applicant should:

• Have a proven track record in 1st /2nd line support and troubleshooting IT Systems preferably within a law firm/professional services environment and have the ability to quickly learn and adapt to new applications
• Is able to follow IT processes and pays careful attention to detail
• Be able to accept tasks and advice from other more senior members of the department including the Head of IT,  IT Manager and Service Desk Manager
• Ability to work autonomously and within a team
• Be willing to work out of hours when required and at short notice
• Capable of working to tight deadlines, sometimes under pressure
• Demonstrate a high level of customer service and professional approach. They should be able to communicate effectively with non-technical staff and members of the IT team.

The working hours for this position are a standard day of 7 hours, five days a week. The core hours are 10.30 to 18.30 each weekday with an hour for lunch.  The IT Department are required to offer onsite support between 08:30 and 18:30 and there will be occasional need to swap shifts.  There will occasionally be a requirement to work additional or unusual hours (arriving earlier, leaving later or working at weekends) in order to resolve problems, implement new features and maintain service levels.  Overtime will occasionally be required by prior arrangement.

Please note that during the Covid 19 crisis, and whilst it is government advice, the role will be based at home with the relevant equipment provided. As and when appropriate the role will be based in our central Cardiff office. 

Key Behaviours

Impact and Influence

• Gains respect from others; able to demonstrate knowledge and experience

• Understands the audience

• Active listening

Interpersonal Understanding

• Respects others views and perspectives

• Recognises individual’s strengths and weaknesses

• Understands others’ behaviour even when this is not overtly expressed.

• Ask questions to find out wants/needs of others; knows what to ask and how to ask it

Relationship Building

• Demonstrates respect for others consistently

• Presents self and the organisation professionally (with integrity and honesty)

• Displays and promotes confidence

• Acts to build trust and commitment

Teamwork

• Demonstrates enthusiasm

• Communicates effectively – upwards/sideways/downwards

• Gains respect of clients and work colleagues

• Is approachable

• Supportive to both staff and external people

• Maintains professional standards

• Confidentiality is expected at all times

Achievement Drive

• Works for continuous improvement

• Makes measurable improvements in service delivery

• Is pro-active and has perseverance

• Demonstrates pride in team / own achievements

Flexibility

• Adapts easily to different situations/changing priorities

• Prepare to work out of job role expectations

• Able to work under pressure

• Versatility

Initiative

• Deals with problems as they arise and consults as appropriate

• Liaises with other staff and shares ideas and information

Technical Skills

• Have a relevant IT qualification and/or previous experience of working in a professional services environment
• Experience in 1st line / 2nd line support and trouble shooting
• Supporting systems including or similar to, Thomson Elite 3E, Intapp Time, Intapp Open, Mimecast, Bighand
• Understanding Document Management Technology
• Excellent knowledge of Windows 10 / Office 365  /Citrix
• Freshservice or similar Service Management tools
• MDM, troubleshooting IOS, Android and Blackberry devices
• Active directory administration
• Knowledge of installing and troubleshooting printers and network printing
• Understanding of video and voice conferencing