IT Support Analyst in Bristol

We are seeking an IT Support Analyst to join our IT department in Bristol. This is an exciting opportunity to become part of our IT Service Desk team at Simmons & Simmons in a 12-month fixed-term maternity cover role.

In this role you will provide IT support to Simmons & Simmons system users who are experiencing IT-related issues. Working to scheduled but varying shift patterns, this role involves recording, diagnosing, monitoring and resolving problems by using a call management system, which provides a high-level audit trail for every call made or taken. The strategy for the IT Service Desk is to adopt a first-time resolution approach from call placement to call resolution.

What will you do:

• The support of Simmons and Simmons IT Applications and Hardware.
• Provide First Line application support (productivity tools and business applications) including: incident & problem identification, analysis, diagnosis, and resolution or escalation when necessary.
• Assist in resolving incidents, questions & requests communicated either over the telephone, e-mail or web within the agreed KPI targets on a 24x7 basis.
• Work with the IT team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
• Adhere to call management procedures including escalations. Ensure that the customers and where required, the Practice and IT Team Leaders and Managers, are kept informed of progress for each case at all times.
• Log all contacts within Service Now, ensuring all appropriate information is recorded.
• Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support are met.
• Achieve set targets (KPIs).
• Active input and ownership of allocated ITS projects.
• Monitor and escalate all Simmons & Simmons IT systems alerts on a 24x7 basis.
• Carry out user administration tasks as needed.
• Assist the IT Support Team Leaders in identifying skills and knowledge gaps in the team.
• Develop and maintain expert knowledge in relation to all of Simmons & Simmons’ business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.
• Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

What we are looking for:

• Ideally some form of College IT qualification or equivalent.
• Ideally previous experience of working in an IT helpdesk.
• Ideally at least 1+ years technical IT support experience.
• Ideally experience of working in service-orientated company working towards KPI’s and SLA’s.
• Experience with Service Now or other call logging systems.
• Previous telephone support and problem-solving experience.
• Good understanding of document comparison tools, Document management systems.
• Logical and objective approach to problem solving.
• Willingness to undertake occasional international travel, if required, to support business needs.
• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. The IT Service Desk operates on a shift rota with varying patterns; working hours will fall between 7:00am and midnight, based on a 35-hour week spread across seven days.
• Additionally, experience of working in an ‘on call’ environment, providing support to first and second line teams for priority incidents.

Career Level: The career level assigned to this role is level 2. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Equal opportunities: We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment.

We encourage you to apply even if you don't meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.