IT Support Analyst

at  Pinsent Masons

CANDIDATE OVERVIEW:

We are looking for candidates who ideally hold the following skills and experience:

• This will be a customer facing role so good communication is a must.
• Someone with a strong sense of what it takes to deliver excellent customer service.
• Enthusiastic, willing to learn and passionate about a career in Technology.
• Organised and methodical, with the ability to work to targets and goals.
• Self sufficient with ability to use initiative and to apply a lateral thought process to problem resolution.

QUALIFICATION:

• Minimum 6 GCSE Grades or equivalent, including Maths and English
• Technology based NVQ, HNC or BTEC qualification

PURPOSE OF THE ROLE:

Technology is an essential enabler for our growing business and our Tech teams have been driving a Digital Transformation programme to ensure we are equipped to work efficiently to provide an optimum service to our clients.
This programme has involved several significant technical improvements including a standardised Windows desktop with a focus on Microsoft enterprise 365 and other cloud-based applications as we look to streamline our application base and transition from outdated on premise solutions.
Ideally, we are looking for a dynamic and enthusiastic individual with a passion for people, IT and problem solving who has worked in a 2nd line role in a corporate environment. The role is typically office based however since the pandemic the team have worked flexibly from home and in the office.
Occasional cover for our European offices may also be required. You will be responsible for ensuring the smooth running and maintenance of all IT related hardware and systems on a daily basis. This can range from configuring laptops and mobile phones to resolving system or software conundrums. The role will also facilitate involvement in a number of project rollouts including an office move late 2024/2025.
We also have an IT Service Desk both in the UK and Australia providing 24/5 support, ensuring that all IT issues are logged in the first instance. Calls will only be escalated to the local teams where they cannot be resolved over the telephone and a Technical Services team will also be available to assist with more complex issues or major incidents out of core hours.

DUTIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Provide remote or desk side support to ensure quick resolution of all technical issues.
• Configure and maintain desktops and laptops both in the office and remotely including support of Citrix and Cisco Anyconnect remote access.
• Install, configure, support and troubleshoot software application and services including, all core business applications including Windows 11 & 10, Office 365, Compare Docs, Adobe, iManage, Aderant, iTimeKeep and Microsoft Teams.
• Active Directory, Azure, Endpoint Manager and Exchange Administration
• Install, configure & support all company iPhones and iPads. Troubleshoot complex mobile device issues from both the device and our Microsoft Endpoint Mobile Device Management System.
• Manage all IT hardware ensuring this is audited and that minimum stock levels are maintained.
• Ensure IT security practices and processes are followed by customers and clients in line with the Firm’s Information Security Policy (ISP).
• Troubleshoot and manage the firms Konica Minolta MFD printers.
• Troubleshoot hardware and software problems for routers, switches, servers and UPS equipment and install, configure & support networking devices with specific reference to Cisco hardware.
• Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution.
• Use remote resolution methodologies such as SCCM to apply software upgrades, system changes and amendments as provided by other IT teams in accordance with Change Control procedures.
• Log all calls into the Service Management software (ASM) to ensure accurate statistics and analysis of calls with a focus on quality of information entered.
• Monitor your local office call queue and remote call queue to ensure the highest level of service is maintained.