Job title: Senior IT Support Analyst
Reports to: IT Service Desk Manager (EU)
Location: London
What are we looking for?
We are looking for an experienced, technical and personable Senior IT Support Analyst to join the London IT support team. The role will be working as part of our Global IT Service Desk team providing global IT Support. The Senior IT Support Analyst is responsible for leading the coordination and resolution of hardware/software incidents, requests and problems. The role will act as a regional escalation point and technical expert across the EU regional offices.
The primary work base for this role will be the London office. You will be able to work a combination of both in the office and remotely from home in accordance with the firm's policy and support requirements. Flexibility will be required with the expectation you attend the office as needed or requested to ensure suitable in-office support.
As the Senior IT Support Analyst, with a professional services or legal background, you will be highly confident in supporting all users within the global offices. You will be able to empathise, adapt and have excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically. You will inspire confidence and be an excellent communicator at all levels (including C suite), capable of dealing with people in a professional, calm, effective and efficient manner.
Areas of focus and responsibilities
- Perform IT support functions via phone, remote connection and desk side visits.
- Log calls in the Service Desk management tool to ensure incidents and requests are kept updated, managed in a timely manner and escalated using the correct procedures. Closing calls when a satisfactory resolution has been achieved.
- Provide a high degree of initiative and accept ownership of issues and requests.
- Regularly monitor the Service Desk management tool to ensure that calls are resolved in a timely manner.
- Identify major support incidents, liaise with support teams and communicate to the business following the Major Incident process.
- Build and support laptops, desktops, printers and remote devices such as iPhones.
- Escalating support issues timely and in accordance with process, in order that they may be resolved within reasonable time scales.
- Assist with user account management.
- Administer IT asset inventories, ensuring records are kept fully up to date.
- Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is incomplete or inaccurate.
- Produce and maintain technical documentation and articles for the knowledge base.
- Continually maintains and expands strong working knowledge of current firm-supported and future technologies to provide technically accurate solutions to end-users.
- Contributes to Problem Review meetings to determine root cause and action plan towards preventing problem recurrence.
- Partner with the Incident Management team to maintain the Known Error Database for all known Problems.
- Manage the life cycle of all Problem records from Incident to root cause investigation. Owning the process of seeing this through to permanent problem resolution and closure.
- Drive complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
- Service Improvement: Continuously looking to enhance the service offering. Identify and drive initiatives through to completion.
- Responsible for establishing and maintaining contact with other IT Support Analysts in all offices to ensure that a cohesive approach is being adopted across the firm.
- Acting as a technical escalation point for the global Service Desk team.
- Training / up-skilling of colleagues: Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps.
- Work on projects as required.
- Provide out of hours on-call support in accordance with the process.
This list of duties and responsibilities is not exhaustive. It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.
Technical skills and qualifications
- Minimum 5 years' technical experience in a law firm or similar/professional environment
- Strong technical knowledge on Windows 10, M365, Active Directory, Exchange and SCCM
- Configuration, analysis and diagnostics of PC, Laptop and iPhone faults. Familiarity with HP PC and laptop hardware, Lenovo laptops and Apple products
- Strong experience with legal industry applications, including iManage, BigHand, Elite, Workshare, InterAction
- Understanding of networking technologies
- Understanding of remote working technologies – Cisco VPN, Citrix and DUO 2 factor Administration
- Understanding of video conferencing tools and support, including Zoom and Teams
- Experience in Incident, Request, Major Incident and Problem Management in an ITIL-based organisation, with the relevant ITIL qualifications
- Experience of leading projects and initiatives
Personal qualities and approach
- Inspires confidence that issues raised will be resolved
- Excellent communicator at all levels
- Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
- Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically.
- Attention to detail to ensure quality and consistency
- Strong written communication skills with a high standard of user training documentation and technical procedure writing skills
- Good influencing and coaching skills
- Able to effectively communicate technical actions to a non-technical audience
- Enthusiastic and approachable
- Must possess good problem-solving skills and a calm and focused attitude.
- Must be a pro-active, team player with the ability to work and focus on tasks independently of others
- Able to prioritise and work under pressure
- The individual will be required to manage major service outages and incidents in a calm, methodical and professional manner
- Project planning and organizational skills
- Customer service oriented
The Essentials
- Monday to Friday, 35-hour week
- Working between the hours of 08:00am to 06:30pm on a shift rota, including one hour lunch break. Flexibility is a must to accommodate projects and support operations
- Working in the office and from home on rotation with the EU Service Desk team in accordance with the business policy and support requirements
- Out of hours support via the on-call process, on rotation with the EU Service Desk team
- Overtime as required to support the firm
- 12 week probation period
- 4 week notice period
About Withers Worldwide
Withersworldwide has been acting for successful individuals, families and institutions for over 100 years. We advise clients on the full range of their business, personal and philanthropic legal needs, both at home and abroad. With offices in the key financial centres of Europe, Asia-Pacific, the United States and the Caribbean, we provide coverage and services that other law firms focussed on the needs of the individual cannot. We have represented 70% of the Top 100 in The Sunday Times Rich List, 25% of the Forbes 400 List, 35% of the Hong Kong Forbes Rich List, and 35% of Forbes Asia's Richest Families list.
Equal Opportunities Employment Statement
It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.
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