IT Support Analyst

Purpose

• The role is to provide IT support to the firm both locally and globally. This involves the provision and management of IT hardware and the delivery of IT support to global and regionally agreed service levels. This work will include the recording, diagnosing, monitoring, and resolving of request and problems using a call management system to provide a high-level audit trail for each task.
• The strategy for IT Support is to adopt a first-time resolution approach from call placement to call resolution.

Key Dimensions

• The management and support of office IT hardware and applications either remotely or locally. Covering the internal IT Support phone line, email inbox and queue system. As well as locally reported incidents and requests. The coordination of support/repair contracts and the direction of engineering staff supporting the office.
• Provision of IT advice to the office.
• Management of projects as directed.

Shift pattern

A core element of this role is working on weekends (7.30am - 4pm), allowing us to provide continuous support to the firm. Aside from weekends, the weekday pattern will be 10.30am - 7pm any three days from Monday to Friday. (Note: during GMT/British Winter Daylight Savings Time, Weekends will be 8.30am to 5pm and Weekdays will be 11.30am to 8pm)

Spending time in the office is fundamental to gaining experience and nurturing and fostering the Linklaters culture and values. We anticipate that this would lead to people spending around 50-80% of their time working in the office.

Key responsibilities and challenges

1. The provision and support of office IT services and hardware to agreed levels.

• Assist with the support of the Linklaters**’** technical infrastructure, working to the procedures and policies set by the relevant Operations functional teams (IT Support, Applications Support, Networks & Storage, Server Infrastructure, Email Services, End User Device Management, Security, Projects and Testing).
• Procure, manage and maintain the office IT equipment and cabling to agreed standards, ensuring safe and suitable function.
• Adhere to the budgetary approval process for all expenditure.
• Provide liaison with external vendors as appropriate.
• Achieve set target’s (KPI’s).
• Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support/Technology are met.
• Provide adhoc support for tasks assigned by senior team members, team leads, and managers when necessary.

2. Provide first line application support (productivity tools, business applications and desktop environment) including: problem identification, analysis, diagnosis, and resolution or escalation when necessary

• Develop and maintain expert knowledge in relation to the local use and functionality of all Linklaters’ business applications and a knowledge base for any aspects specific to the office in order to enhance the overall level of service provision.
• Assist in resolving problems communicated directly or received over the telephone, e-mail, extranet and web within the agreed timescales and within the parameters of service targets (SLA’s)
• Adhere to call management procedures including escalations. Ensure that the customers and where required, Practice and Technology Team Leaders and Managers are kept informed of the progress for each case.
• Log all requests and fault calls on the Service Now system ensuring all appropriate information is recorded.
• Manage local office Service Now queue including ownership of call, relationship with customer, progress chasing, verification of solution and closing of call.
• Work with functional teams to identify recurring and common problems and contribute to the developments/solutions which reduce them.
• Assist the ITS Team Leaders in identifying skills and knowledge gaps in the team.

3. Monitor all Linklaters IT systems via the Live Maps system on a 24x7 basis

4. Maintain effective communications with the support centers (Colchester, London, Warsaw, Hong Kong, Singapore) on all support Technologies including: problem status, escalation, policies, procedures, change control and office moves where appropriate.

5. Carry out user administration tasks as needed.

6. Provide agreed training and induction support to staff.

7. Provide active input and ownership of allocated regional and global IT projects.

8. Out of hours work will be required for tasks that cannot be completed during office hours (seat moves, power outages etc).

Characteristics, Skills & Experience required:

Character

• Good analytical skills, able to identify and resolve problems.
• Effective team worker. Good time management, confident and effective telephone technique.
• Self-motivated, takes ownership. Able to work without direct supervision.
• Service Oriented.

Education / Qualification

• Good Secondary School Education and qualifications or equivalent
• Further education in the IT field (desirable)

Languages

• Good written and spoken English.
• Any second language (desirable)

Practical experience

• Demonstrate aptitude / enthusiasm for IT.
• Support desk experience. Any other experience in the IT industry. (desirable)
• Legal Practice experience and / or any other corporate experience. (desirable)

Office skills

• Capable of supporting MS Office applications

• Able to manually handle IT equipment.

Technical Skills:

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.