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- Tasks: Deliver top-notch IT support and mentor a dynamic team across regional offices.
- Company: Join a leading law firm with a strong focus on service excellence.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by solving complex IT challenges and enhancing customer experiences.
- Qualifications: Strong customer service skills and a knack for problem-solving are essential.
- Other info: Flexible working hours and a supportive team environment await you.
The predicted salary is between 36000 - 60000 £ per year.
The IT Senior Support Analyst is a crucial role within our UK Regional team, responsible for delivering advanced technical support and ensuring the highest standards of service delivery. The role involves monitoring team performance, conducting quality checks, and ensuring adherence to policies and procedures. Regular travel to each UK regional office and London is required to facilitate collaboration, provide on-site support, and ensure consistent service delivery across all locations. The IT Senior Support Analyst will report to the UK Regional Service Delivery Manager, deputising in their absence and assisting with various tasks to ensure an excellent level of Service Delivery.
Roles and Responsibilities
- Provide exceptional, high quality IT support to regional offices to consistently meet customer expectations.
- Always maintain a customer-focused approach and build relationships with key customers.
- Oversee the Regional IT Analysts to ensure they maintain a consistent and professional standard of support and adhere to defined policies and procedures.
- Utilise advanced technical expertise to address complex and challenging customer queries and requests and provide guidance to UK Regional team members to facilitate ticket progression.
- Proactively monitor team member and account admin queues to ensure regular customer updates, ticket progression and resolution.
- Monitor aged calls daily and ensure appropriate action is taken to resolve.
- Conduct regular ticket quality checks to improve the quality of information being captured and provide valuable insights into incidents and requests reported across the regional offices.
- Ensure that urgent issues and VIP tickets are picked up by the team quickly and dealt with appropriately.
- Regular travel to regional and London offices to collaborate and build relationships.
- Assist with central Service Desk functions as required.
- Investigate and highlight reoccurring and potential problems to the UK Regional Service Delivery Manager.
- Ensure there is an adequate stock of IT equipment.
- Mentor and train UK IT Regional staff.
- Notify the UK Regional Service Delivery Manager of complaints. In the absence of the UK Regional Service Delivery Manager, notify the Head of Service Delivery.
- Keep abreast of IT projects and initiatives and clearly communicate relevant information to the rest of the team.
- Investigate issues and collaborate with colleagues, technical teams and third-party suppliers as necessary.
- Assist the team with the SML tasks and ensure that we are meeting all deadlines with regards to the SML.
- Ensure the team are keeping the SML documentation up to date and all processes under the SML are documented.
- Assist the UK Regional Service Delivery Manager with any reasonable tasks, and deputise for them when they are absent.
- Other related tasks as required.
Person specification
- Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs.
- Meticulous attention to detail.
- Excellent customer service and communication skills.
- Highly motivated and methodical with good problem-solving skills.
- Ability to remain calm under pressure, prioritise workloads, identify business-critical issues and act upon them.
- Maintain a professional, forward thinking and positive demeanor at all times, and act as an ambassador for the IT department, a trusted advisor for customers and a role model for colleagues.
- Solutions focused individual.
- Pro-active team player.
- Excellent listener and influencer.
- Supportive of the aims and policies of the IT department.
- Good interpersonal skills, working closely with people at all levels in the firm as well as colleagues in the IT department.
- Flexible approach to working including a willingness to work outside of core hours.
- Excellent written and spoken English.
Technical Skills
- ITIL Foundation qualified (or willing to study towards it).
- Good understanding of ITSM systems.
- Knowledge of typical law firm applications including PMS, document management systems, Microsoft office, document comparison tools, CRM and time recording.
- Excellent technical knowledge of hardware, operating systems, and networks.
Hybrid working
We adopt a hybrid and flexible working approach, dependent on the requirements of the role and subject to manager approval.
IT Senior Support Analyst in Cheltenham employer: Charles Russell Speechlys LLP
Contact Detail:
Charles Russell Speechlys LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Senior Support Analyst in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to IT support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show off your problem-solving skills during interviews. Share specific examples of how you've tackled complex issues in the past. This will demonstrate your expertise and customer-focused approach.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace IT Senior Support Analyst in Cheltenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Senior Support Analyst role. Highlight your relevant experience and skills that match the job description, especially your customer service and technical expertise.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention specific examples of how you've provided exceptional IT support in the past and how you can contribute to our team.
Showcase Your Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving abilities. Share instances where you've tackled complex issues or improved processes, as this aligns perfectly with what we’re looking for in a candidate.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s quick and easy, and ensures your application gets to the right place without any hiccups!
How to prepare for a job interview at Charles Russell Speechlys LLP
✨Know Your Tech Inside Out
As an IT Senior Support Analyst, you'll need to showcase your technical expertise. Brush up on common law firm applications and ITSM systems. Be ready to discuss how you've tackled complex issues in the past and how you can apply that knowledge to this role.
✨Demonstrate Customer Focus
This role is all about providing exceptional support. Prepare examples of how you've built relationships with customers and resolved their queries effectively. Highlight your customer service skills and your ability to remain calm under pressure.
✨Showcase Your Leadership Skills
You'll be overseeing a team, so it's important to demonstrate your leadership abilities. Think of instances where you've mentored or trained colleagues. Discuss how you ensure adherence to policies and procedures while maintaining a positive team environment.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios, like handling urgent issues or monitoring ticket quality. Practice articulating your thought process and decision-making skills. This will show your problem-solving capabilities and your proactive approach to challenges.
