IT Support Analyst

IT Support Role

We trust our people to work flexibly in the way that works best for them, their teams and our clients. Our firm is set up to ensure everyone's voice is heard, and mutual respect is shown by all.

This role is the first point of contact for all staff IT issues and is a technical support role which will cover the main support hours between 06:00hrs and 19:00hrs with probable requirements (depending on experience) to participate on an on-call rota to deal with support queries up until 23:00hrs. The primary duties are to respond to and resolve technical queries from staff within the firm and escalate any major issues.

Key responsibilities:

• Receive, register and process requests for service/support, following agreed procedures and set standards.
• Using Knowledge Articles and learned skills, systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incidents to the correct resolver group.
• Records and tracks issues from outset to conclusion.
• During change activities, acts methodically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Ensure you comply with the IT organisation requirements, processes, procedures and policies.
• Share knowledge and expertise with others, coaching and supporting team members as required.
• Perform other duties as assigned by your line manager.
• Maintaining knowledge items to ensure that they are current, relevant and valid.
• Ensure that all activities are performed at a consistently high standard with minimal risk to the firm, and those opportunities to improve services and processes are identified and actioned.
• Be security conscious, ensure familiarity and co-operation with all Freeths security policies and procedures

Your skills and qualifications:

• Strong communication and empathy skills
• Excellent verbal and written communication and attention to detail
• Problem identification and solving skills
• Flexibility to do rotational shifts between 06:00 and 19:00
• Documentation writing and cultivating an accurate knowledge base
• Experience with and knowledge of Office 365 and Active Directory