Systems and Support Analyst – Howells Legal (Cardiff)

Salary: £25,000 - £32,000

Office based, full time in Cardiff City Centre, UK

Closing Date: 29th July

Start Date: 3rd August

We are recruiting for someone who is positive, enthusiastic and enjoys working with people. The right person will be keen to learn and develop. Experience is not essential because we can teach you everything you need to know. You do not need to match all the job requirements. Although the job title sounds technical, the role is much more about working with people, understanding how our systems support the business and helping the IT team with things like documentation and improving processes. It is a great opportunity to be part of an exciting team in a supportive environment.

Please Note: This is not a Service Desk role. This role is primarily focused on business systems, systems documentation, process improvement and user engagement rather than day-to-day IT support.

• Produce and maintain systems documentation and user documentation.
• Deliver training to users on systems and applications.
• Review ICT processes and recommend service improvements.
• Maintain accurate documentation of systems, changes and support activities.
• Assist with testing, upgrades and system implementations.
• Support projects, integrations and business change initiatives.
• Maintain confidentiality and undertake other duties as required.
• Provide ongoing ICT support to users.
• Deliver user training and guidance.
• Produce and update system and user documentation.
• Review systems/user processes and recommend improvements.
• Support business-critical incidents and system changes.
• Maintain and support business systems and applications.
• Provide ICT support, troubleshooting hardware, software and user issues.
• Review, diagnose and resolve system incidents, escalating where required.
• Review systems and user processes to identify improvements and efficiencies.
• Liaise with third-party suppliers where necessary.
• Any other duties as directed by your line manager or Director.

What we're looking for:

• Full UK Driver license and access to a car for travelling to and working at other sites throughout the week.
• Willingness to learn ActionStep, CMS System, SharePoint, Howells Systems and any other systems from a high-level IT and user perspective.
• Bachelor's Degree in IT, Computer Science or a related discipline (or equivalent practical experience).
• Experience working with Microsoft Windows, Microsoft 365 and standard business applications and understanding of information security, GDPR and data protection best practices.
• Self-motivated, proactive, and able to work independently as well as part of a team.
• Willingness to provide first and second line ICT support.
• Ability to be technically competent to provide this support.
• This also requires a degree of fitness as items such as computers, monitors and desks have to be moved, built and set up.
• Willingness to install, configure and troubleshoot a variety of software packages and business applications.
• Ability to learn to problem-solve, diagnose and resolve system and user issues understanding of logging, tracking and managing support requests through to resolution.
• Confident to handle support queries, requests and incidents from colleagues across the business.
• Experience working with ICT staff, developers, end users and stakeholders at all levels of the organisation.
• Ability to deliver user training and provide guidance to users of varying technical abilities.
• Strong ability to produce and maintain clear systems documentation, user guides and technical procedures.
• Ability to review, analyse and improve systems, user processes and ICT procedures to increase efficiency and service quality.
• Ability to gather user requirements and translate them into practical system improvements by documenting and working with IT to implement.
• Strong organisational skills with the ability to prioritise workloads and manage multiple tasks.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and user-friendly manner.
• Strong attention to detail and commitment to maintaining accurate records and documentation.
• Ability to build effective working relationships with colleagues, suppliers and stakeholders.
• Team player.

What you'll receive:

• Annual Leave: Enjoy a minimum of 23 days each holiday year, plus bank holidays and extra time off to unwind, including an additional personal day, a day off for your birthday, and a discretionary paid day during the Christmas break.
• Annual Leave Purchase Scheme: Option to buy up to 3 extra days of leave annually to support your work-life balance.
• Gym Discounts: Access discounted memberships to help you stay active and healthy.
• Growth & Development: We're invested in your career with opportunities for learning and advancement.
• Milestone Recognition: Celebrate your dedication with recognition and awards for key milestones.
• Events: Take part in various networking, corporate, and charity events throughout the year.
• Refer a Friend Scheme: Get rewarded for referring talented friends and connections to join the team.

Successful candidates will be subject to a basic or enhanced DBS disclosure dependent on the role. Permanent employment is conditional on having a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process.