IT Senior Support Analyst

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 regional offices 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 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 Team 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 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

Competencies

• Working together

• Integrity and respect

• Inclusive

• Personal impact and growth

• Driving high standards

• Commercial mindset

• Client - centric

• Responsible Business