At a Glance
- Tasks: Provide top-notch IT support to colleagues across multiple sites and resolve technical issues.
- Company: Join Ramsdens, an award-winning law firm known for its exceptional service and team.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Travel across Yorkshire and enjoy a supportive team culture with great career prospects.
- Why this job: Be the go-to tech hero in a dynamic environment and make a real difference.
- Qualifications: 2+ years in IT support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Ramsdens is an award-winning, Legal 500 recommended full-service law firm with offices across Yorkshire. We are known for the quality of our people and the service we provide. We are looking for a full time IT Support Analyst to join our team at our administrative centre in Brighouse. Please note this is an office based role, after successful completion of probation there is the option of working one day a week from home. You will be required to travel to our offices across Yorkshire, and will have access to a pool car.
The Role
We are seeking a customer focused IT Support Analyst to join our in-house IT team. In this role, you will act as a key point of contact for colleagues across the firm, providing responsive, professional support and helping to maintain a reliable, secure and efficient IT service. You will support approximately 330 users across 12 sites, handling incidents and service requests by phone, email, remote support and face to face assistance. The role combines day to day service desk support with on-site technical assistance, device setup and user onboarding. You will be expected to log, prioritise, troubleshoot and resolve support issues in line with team procedures and service standards, escalating where appropriate and ensuring users are kept informed throughout.
Main Responsibilities
- Provide first-line and some second-line support to end users, taking ownership of incidents and service requests through to resolution where possible.
- Log, categorise, prioritise and update tickets accurately within the IT service management system, ensuring clear communication and timely progress updates.
- Diagnose and resolve a wide range of hardware, software, access and connectivity issues across desktop, laptop, mobile and peripheral devices.
- Escalate complex or high-impact issues appropriately, working with internal teams and third-party suppliers to restore service as quickly as possible.
- Set up, configure, deploy and support end-user devices, including laptops, mobile phones, tablets and related equipment.
- Support user account administration and access requests, including onboarding, role changes and leavers, in line with firm policies and security requirements.
- Assist with new starter inductions by preparing equipment, accounts and access, and providing users with the guidance they need to work effectively.
- Travel to firm offices when required to provide on-site support, complete equipment installations and assist with desk moves or other operational changes.
- Maintain accurate technical documentation, contribute to the team knowledge base and help improve user guides and internal support materials.
- Promote and support compliance with IT policies, security standards and good working practices, reporting risks or breaches promptly.
- Identify recurring issues, suggest service improvements and contribute to changes, system rollouts and IT projects where required.
- Provide support across core business and productivity platforms, including Microsoft 365, Windows desktop services, file sharing solutions, multi-factor authentication tools, case management systems and email security platforms.
- Contribute to end-user education by sharing guidance, promoting best practice and helping colleagues make effective and secure use of technology.
Role Specific Requirements
- A minimum of 2 years’ experience in an IT support, service desk or desktop support role.
- Previous work experience in a professional services, especially legal environment is highly desirable.
- Hands on experience of legal case management system/s is highly desirable.
- Strong customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
- Good working knowledge of Windows desktop operating systems and standard desktop setup, configuration and troubleshooting.
- Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive and SharePoint.
- Working knowledge of Microsoft 365, Entra ID/Active Directory, Exchange and Intune.
- Experience supporting laptops, mobile devices, printers and other end-user hardware.
- Strong troubleshooting, analytical and problem-solving skills.
- Able to manage and prioritise a varied workload in a busy support environment.
- A proactive, positive and team-focused approach, with a willingness to learn and adapt.
- A full clean driving licence and willingness to travel between offices when required.
IT Support Analyst in Brighouse employer: Ramsdens Solicitors LLP
As a leading firm in the Court of Protection sector, we pride ourselves on our supportive work culture that prioritises employee growth and development. Our team is recognised for its expertise in health and welfare law, providing a unique opportunity to work alongside industry leaders while making a meaningful impact in the lives of vulnerable individuals. With competitive salaries and a comprehensive benefits package, we are committed to fostering an environment where your skills can flourish and your career can advance.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst in Brighouse
✨Tip Number 1
Network like a pro! Reach out to current employees at Ramsdens on LinkedIn or through mutual connections. 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 IT support scenarios. Think about how you'd handle specific issues, as well as how to explain them clearly to non-techie colleagues. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your customer service skills! During interviews, share examples of how you've helped users in the past. Highlight your ability to stay calm under pressure and keep users informed throughout the process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Ramsdens.
We think you need these skills to ace IT Support Analyst in Brighouse
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Analyst role. Highlight your relevant experience, especially in customer service and technical support, and don’t forget to mention any specific tools or systems you’ve worked with that match the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how your skills align with Ramsdens' needs. Be sure to mention your experience in professional services if you have it, as it’s a big plus!
Show Off Your Communication Skills:Since this role involves explaining technical issues to non-technical users, make sure your application reflects your communication skills. Use clear, concise language and avoid jargon where possible to demonstrate your ability to connect with colleagues.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Ramsdens Solicitors LLP
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows desktop operating systems and Microsoft 365 applications. Be ready to discuss how you've tackled specific technical issues in the past, as this will show your problem-solving skills and hands-on experience.
✨Show Off Your Customer Service Skills
Since this role is all about providing support to colleagues, be prepared to share examples of how you've delivered excellent customer service in previous positions. Highlight your ability to communicate technical information clearly to non-technical users.
✨Prepare for Scenario Questions
Expect to face scenario-based questions where you'll need to demonstrate your troubleshooting process. Think about common IT issues you've resolved and be ready to explain your approach step-by-step, showcasing your analytical skills.
✨Demonstrate Your Team Spirit
Ramsdens values a proactive and team-focused approach, so be sure to convey your willingness to collaborate and learn from others. Share experiences where you've contributed to team projects or helped improve processes, as this will resonate well with the interviewers.
