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For Companies At a Glance
- Tasks: Support end-user experience and improve system interactions daily.
- Company: Join Shoosmiths, a top 50 law firm known for innovation and support.
- Benefits: Enjoy a competitive salary, great work environment, and comprehensive benefits.
- Why this job: Be part of a dynamic team enhancing user satisfaction and driving tech solutions.
- Qualifications: Intermediate experience in IT, with certifications like MCP or ITIL v4 preferred.
- Other info: Flexibility required; occasional travel and on-call support may be necessary.
The predicted salary is between 36000 - 60000 £ per year.
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Experience level: Intermediate
Term: Permanent
Working hours: Full-time
Team: IS
Location: London
The Role
The Operation Support Analyst is responsible for supporting the end-user experience for Shoosmiths\’ systems. This role requires a strong technical background and a focus on ensuring efficient and effective system interaction for all users.
The Team
The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of all computer systems. The team is divided into Applications and Technical Services departments, focusing on software development, maintenance, hardware support, and infrastructure configuration.
The Firm
Shoosmiths is a top 50 law firm known for excellent service, innovative solutions, and a supportive culture. We support ambitious clients across the UK and Brussels, and are committed to diversity, excellence, and sustainability, aiming for net zero by 2040.
We offer a competitive salary, a great working environment, and a comprehensive benefits package. To learn more about our benefits, please visit: Benefits Package.
Main Responsibilities
- Proactively analyze system and application usage to identify opportunities for user experience improvements.
- Collaborate with cross-functional teams to implement system enhancements that improve user satisfaction.
- Provide expert technical support to ensure system reliability and performance.
- Lead user research and feedback initiatives to understand user needs.
- Maintain comprehensive system documentation and user guides.
- Assist with hardware builds, configurations, and onboarding/offboarding processes.
- Contribute to the knowledge base by documenting issues and resolutions.
- Participate in training to enhance technical and customer service skills.
- Support other areas of the business as needed, demonstrating flexibility.
- Participate in an on-call rotation for support outside standard hours.
Skills & Qualifications
- Microsoft Certified Professional (MCP) preferred.
- ITIL v4 certification highly desirable.
- Experience in user experience engineering or related technical fields.
- Experience with end-user experience management solutions is a plus.
- Strong analytical, problem-solving, and communication skills.
- Ability to work under pressure and manage multiple priorities.
Additional Details
- Occasional travel to other Shoosmiths offices may be required.
- Must be able to work flexible or extended hours outside of 08:00-18:00.
- The role requires working from a Shoosmiths office five days a week.
- Additional hours may be necessary to meet business demands.
Background Checks
Employment is contingent upon successful background checks, including employment references, ID and address verification, credit search, terrorism check, and DBS check.
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Operations Support Analyst employer: SHOOSMITHS
Contact Detail:
SHOOSMITHS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Analyst
✨Tip Number 1
Familiarise yourself with Shoosmiths' systems and the specific technologies they use. Understanding their software and hardware will give you an edge during interviews, as you'll be able to discuss how your skills can directly enhance user experience.
✨Tip Number 2
Network with current or former employees of Shoosmiths on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Operations Support Analyst role.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills through real-world scenarios. Be ready to discuss past experiences where you've improved user experience or resolved technical issues, as this will showcase your analytical abilities and fit for the role.
✨Tip Number 4
Stay updated on the latest trends in user experience engineering and ITIL practices. Showing that you're proactive about your professional development can impress interviewers and highlight your commitment to excellence in the field.
We think you need these skills to ace Operations Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in user experience engineering and technical support. Emphasise any certifications like Microsoft Certified Professional (MCP) or ITIL v4, as these are preferred qualifications for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Operations Support Analyst position at Shoosmiths. Mention specific examples of how you've improved user experiences in previous roles and your ability to collaborate with cross-functional teams.
Showcase Technical Skills: Clearly outline your technical skills related to system reliability and performance. Include any experience with end-user experience management solutions, as this will demonstrate your fit for the role.
Prepare for Background Checks: Be ready to provide necessary documentation for background checks, including employment references and ID verification. This is a crucial step in the hiring process, so ensure all your information is accurate and up-to-date.
How to prepare for a job interview at SHOOSMITHS
✨Showcase Your Technical Skills
As an Operations Support Analyst, a strong technical background is crucial. Be prepared to discuss your experience with system interactions and any relevant certifications, such as Microsoft Certified Professional or ITIL v4. Highlight specific examples where you've improved user experience through technical solutions.
✨Demonstrate Analytical Thinking
The role requires proactive analysis of system usage. During the interview, share instances where you've identified issues and implemented enhancements. Use metrics or feedback to illustrate how your actions led to improved user satisfaction.
✨Emphasise Collaboration Skills
Collaboration with cross-functional teams is key in this position. Prepare to discuss how you've worked with different departments to achieve common goals. Mention any successful projects where teamwork played a vital role in enhancing system performance.
✨Prepare for User Research Discussions
Leading user research initiatives is part of the job. Be ready to talk about your experience in gathering user feedback and how you've used that information to drive improvements. Discuss your approach to understanding user needs and how it has shaped your previous work.
