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For Companies At a Glance
- Tasks: Deliver top-notch IT support and mentor a dynamic team across the UK.
- Company: Join a leading 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 IT support skills and a passion for customer service.
- Other info: Flexible working environment with travel to regional offices for collaboration.
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
Contact Detail:
Charles Russell Speechlys 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 about the role and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support and customer service. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Show off your problem-solving skills during the interview. Think of specific examples where you’ve tackled complex issues in the past. This will demonstrate your ability to handle the challenges of the IT Senior Support Analyst role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. 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, especially in providing high-quality IT support and managing teams. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer-focused approach and problem-solving skills. Let us know why you’re passionate about this role and how you can contribute to our team.
Showcase Your Technical Skills: Don’t forget to highlight your technical expertise! Mention any relevant ITIL qualifications, knowledge of ITSM systems, and familiarity with law firm applications. We love seeing candidates who are technically savvy and ready to tackle challenges.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Charles Russell Speechlys
✨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, and be ready to discuss how you ensure a consistent standard of support within a team.
✨Be Ready for Travel Talk
Since regular travel is part of the job, be prepared to discuss your flexibility and willingness to travel to regional offices. Share any previous experiences where travel enhanced your collaboration and service delivery, showing that you're ready to hit the ground running.
