IT Support Analyst at Pinsent Masons

Responsibilities:

• Provide remote or desk side support to ensure quick resolution of all technical issues.
• Configure and maintain desktops and laptops both in the office and remotely including support of Citrix and Cisco Anyconnect remote access.
• Install, configure, support and troubleshoot software application and services including, all core business applications including Windows 10, Office 2010, 2016, Office 365, Word Compare, Adobe, iManage, Aderant, Carpe Diem and Webex.
• Active Directory, Azure, Endpoint Manager and Exchange Administration
• Install, configure & support all company iPhones and iPad's. Troubleshoot complex mobile device issues from both the device and our Microsoft Endpoint Mobile Device Management System.
• Manage all IT hardware ensuring this is audited and that minimum stock levels are maintained.
• Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Policy (ISP).
• Troubleshoot and manage the firms Ricoh MFD printers.
• Troubleshoot hardware and software problems for routers, switches, servers and UPS equipment and install, configure & support networking devices with specific reference to Cisco hardware.
• Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution.
• Use remote resolution methodologies such as SCCM to apply software upgrades, system changes and amendments as provided by other IT teams in accordance with Change Control procedures.
• Log all calls into the Service Management software (ASM) to ensure accurate statistics and analysis of calls.
• Monitor your local office call queue and that of the wider Firm to ensure the highest level of service is maintained.
• Utilise the knowledge base, call management and traceability features of ASM to ensure that information learned can be reused for future calls. Document methods such that all relevant information (technical and informative) is entered into the knowledge bank to provide an effective means of sharing information across the department.
• Report ongoing problems and issues requiring escalation to the IT Support Manager or the Head of IT Service Delivery as appropriate to ensure resolution of calls within agreed timescales. Report to IT Problem Management team on any call trends or patterns indicating potential problems that need to be proactively resolved (e.g. further training for customers or widespread issues only occurring for your office).
• Ensure that customers are kept informed of the status of any outstanding calls and provided with regular updates on progress.
• Work in accordance with documented policies and procedures; where appropriate suggest additional procedures or changes to existing procedures that need to be considered and may only be specific for your office.
• Ensure that all asset and relationship information is updated within the ASM CMDB to reflect any changes.
• Carry out 'ad-hoc' tasks to assist with the smooth running of the office and provide support for projects and new technologies being rolled out to the business

Qualification:

• Relevant IT qualifications
• Minimum 5-7 years IT related experience in a professional environment

Key Requirements:

• This will be a customer facing role so good communication is a must.
• Someone with a strong sense of what it takes to deliver excellent customer service.
• Enthusiastic, willing to learn and passionate about a career in Technology.
• Organised and methodical, with the ability to work to targets and goals.
• Self sufficient with ability to use initiative and to apply a lateral thought process to problem resolution
• Ability to be yourself but also understands the importance of professionalism.
• Highly reliable with direct, honest and dedicated work ethic and approach.
• Flexible outlook with willingness to cover additional workload when required.
• Enthusiastic, self-motivated team player.
• Patient, with the ability to remain calm under pressure