Technology Analyst (Service Desk)

at  Lewis Silkin LLP

Term:

Permanent
Working hours:

Full-time
Reports to:

Service Desk Manager
Department:
Technology
Location:

Manchester
The firm
Lewis Silkin works with leading businesses to protect and enhance their most important assets - their ideas, their people, their brand and their future. We call it: Ideas. People. Possibilities.
With offices in London, Oxford, Manchester, Leeds, Cardiff, Belfast, Dublin and Hong Kong, we are recognised by clients and industry alike as being distinct for our unique culture, market-leading practice areas, sector focused approach and for providing solutions to complex, multijurisdictional business challenges, with a pragmatic and human touch. We have two things at our core: people — both ours and our clients’— and a focus on creative, tech and innovative businesses.
Our culture is encapsulated by an ethos of bravery and kindness, guided by our values of Integrity, Clarity, Unity and Excellence (our ‘I-CUE’). We aim to provide a supportive environment for our people, clients and wider community and embrace diversity & inclusion, ensuring people are able to bring their full selves to work.
The department
This role sits within the technology team which comprises 40 technology specialists based in our London, Cardiff, Manchester and Belfast offices. Our role is to deliver industry-leading technology solutions for our clients, our staff and our communities, underpinning the firm’s future products and services to enable business growth and enhance profitability.
Responsibilities
Reporting directly to the Service Desk Manager, this role will be based in our Manchester office offering hands on and remote support to all staff across our offices within the Service Desk Team working both in the office (2 days) and from home on a weekly basis, there may also be a need to deliver hands on support to our Leeds office from time to time.
The Technology Analyst will assist in the day-to-day operational support of the firm’s technology systems and users. The position is within the team working mainly on the Technology Service Desk and will encompass user support (both in person and over the telephone), systems operational support, application support, 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”.

The successful applicant should:

• Have a proven track record in troubleshooting technology issues and have the ability to quickly learn and adapt to new applications.
• Is able to follow 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 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.
• Should be able to communicate effectively with non-technical staff and members of the Technology team.

TECHNICAL SKILLS REQUIRED

• Have a relevant technology qualification and/or previous experience of working in a professional services environment in support.
• Excellent knowledge of Windows 11, Office 365.
• Freshservice or similar Service Management tools.
• MDM, troubleshooting iOS, Windows Laptops and Android devices.
• Remote 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 on devices and AV in meeting rooms.

Please refer the Job description for details