IT Support Analyst - Bristol, United Kingdom - Simmons & Simmons

Description

We have an exciting opportunity for an IT Support Analyst to join our Bristol office Service Desk team. The successful candidate will provide IT support to users of firm's IT systems.

Working to scheduled but varying shift patterns, the role involves recording, diagnosing, monitoring and resolving problems by using a call management system which provides a high-level audit trail for every call made or taken. The strategy for the IT Support Desks is to adopt a first-time resolution approach from call placement to call resolution.

What will you do:

Provide support on Simmons and Simmons' IT Applications and Hardware.

Provide First Line application support (productivity tools and business applications) including: incident & problem identification, analysis, diagnosis, and resolution or escalation when necessary.

Assist in resolving incidents, questions & requests communicated either over the telephone, e-mail or web within the agreed KPI targets on a 24x7 basis.

Work with the IT team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.

Adhere to call management procedures including escalations. Ensure that the customers and where required, the Practice and IT Team Leaders and Managers are kept informed of progress for each case at all times.

Log all contacts within Service Now ensuring all appropriate information is recorded.

Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support are met.

Achieve set targets (KPIs).

Active input and ownership of allocated ITS projects.

Monitor and escalate all Simmons & Simmons IT systems alerts on a 24x7 basis.

Carry out user administration tasks as needed.

Assist the IT Support Team Leaders in identifying skills and knowledge gaps in the team.

Develop and maintain expert knowledge in relation to all of Simmons & Simmons' business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.

Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

What we are looking for:

Ideally some form of College IT qualification or equivalent

Ideally previous experience of working in a IT helpdesk

Ideally at least 1+ years technical IT support experience

Ideally experience of working in service-orientated company working towards KPI's and SLA's

Experience Service Now or other call logging systems.

Previous telephone support and problem solving.

Good understanding of document comparison tools, Document management systems

Logical and objective approach to problem solving.

Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an 'on call' environment to provide support to the first and second line teams for priority incidents.

Willingness to undertake occasional international travel, if required, to support business needs.

Other requirements:

• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an 'on call' environment to provide support to the first and second line teams for priority incidents.
• Willingness to undertake occasional international travel, if required, to support business needs.

Here at Simmons & Simmons:

S immons & Simmons is a place where dynamic minds thrive. Our culture is built on work that matters, you will work on inspirational and thought-provoking projects, using your influence to create positive impact for our clients, society and the planet. We also ensure that everyone's voice is heard from day one, irrespective of job title, qualification, or background . Y ou 'll be encouraged to have an enquiring mind and share ideas that can drive the firm forward. Through innovative learning and development opportunities, you will be provided with a platform to excel, enabling you to exceed your career ambitions and do things you never thought were possible.

Some key information:

We offer a c ompetitive p ackage including bonuses dependant on role/level, private medical insurance and pension contribution .

Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).

We have adopted a hybrid working approach with a requirement for a minimum of two days in the office with flexibility dependant on role/team/client demands.

We bring together the best legal advice from our established legal teams with non-traditional capabilities via Simmons & Simmons Solutions that enhance, expand and differentiate the Simmons offering.

We are proud to rank as a top 30 Employer for Working Families and a top 25 Employer for Social Mobility.

We have a range of s ocial and sport s c ommittees, summer and winter parties and monthly get togethers.

We have a range of diversity networks to c onnect people and celebrat e our differences which is integral to our inclusive culture.

All UK offices have their own artwork collections – including Damien Hurst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up-and-coming artists.

Equal opportunities:

We are committed to promoting equality and diversity in the firm and to equal opportunities in employment.

We believe in equality of opportunity, irrespective of race or ethnicity, religion or belief, age, disability, sexual orientation, sex, gender re-assignment and gender identity, marriage or civil partnership, and pregnancy, maternity and paternity. This also includes any incidents of perceptive or associative discrimination and harassment. We ensure that those who serve or who have served in the armed forces, and their families, are treated fairly during the recruitment and selection processes.

At Simmons & Simmons we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work. We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us, should this be something you are interested in.

If you're interested in finding out more about this position, please contact the Recruitment Team . To apply for the role, click on the link at the bottom of the page or visit our career page.

About Us

Every day, our expert teams across Europe, the Middle East and Asia come together to solve some of the world's most complex challenges. We're an international melting pot of perspectives and experiences, united in helping to shape a better future for our clients, our people and our communities.