IT Support Analyst (12 month contract)

We are currently recruiting for an IT Support Analyst to join our London office on a 12 month contract. Working hours for this role will be between 8am and 6pm, Monday to Friday on a shift rota basis and candidates must have proven experience in a customer facing IT support role and/or within an IT Support/Service Desk environment.

The IT Support Analyst will work in the current Deskside Team, providing support to staff in the London office to include, but not limited to:

• Resolving incidents and work orders assigned to the Deskside Team in Helix, our ITSM software


• Assisting with daily morning moves


• Update customers on progress of their incidents and requests and ensure customer expectations are managed effectively


• Dealing with urgent requests / incidents as they arise


• Resolving incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user whilst providing excellent customer service.


• Helping with any ad hoc project work that may arise


Role and responsibilities
Infrastructure & Application Support

• Assists in the investigation and resolution of incidents and problems relating to infrastructure and/or applications, operating and network systems


• Carries out agreed operational and specified maintenance procedures of a routine nature


Service Support

• To maintain an effective working knowledge of incident resolution across all areas of the IT Support in order to maximise customer service and call resolution


• Ensure customers are updated with progress of their request / incident


• Escalate any issues to the Team Leader as soon as possible


• Ensure accurate and timely updates are maintained in the Incident Management System, where appropriate


• Receive and handle requests for support following agreed procedures


• Maintains relevant records


Service Delivery

• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.


• Meet all OLA Service activity targets in line with performance targets defined for the technology service


• Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays


• Manage all calls accurately using the BMC Helix call logging system


Supplier Management

• Where appropriate, work with suppliers to deliver services in line with SLAs


Risk Management

• Appropriate escalation of incidents and requests to the IT Support - Team Leader in line with Allen & Overy's processes


Quality, Methods & Tools

• Follow processes to ensure that a high quality of service is provided to both internal and external customers, Training will be provided to include, but not limited to, the following:


• Hardware (ie laptops, PCs, mobile devices etc)


• Software (both standard and departmental specific software)


• BMC Helix (A&O ITSM software)


• Printers (both desktop and MFPs)


• Meeting room AV technology


• Departmental specific applications / hardware


• Network set up in Bishops Square (London office)


Working hours
Working hours for this role will be between 8am and 6pm, Monday to Friday on a shift rota basis.

There may be occasions where we need the analyst to work overtime to help out with project work, additional teamwork etc so flexibility in this area is desirable.


• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way


• An enthusiasm and passion for excellent customer service. Plus the ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits


• Ability to work in a team environment to achieve service levels as a group and individually


• Ability work on own initiative, prioritise and manage workload effectively, often under pressure


• Take personal responsibility to keep up to date with new technologies, systems and solutions


• Ability to think logically, analyse situations, solve problems


• Awareness of business-critical incidents, and their potential implications for the business


• Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.


• Self-motivated, self-starter, who will undertake all activities to the highest professional standards


• Work pro-actively and highlight issues to the Team Leader and / or Service Delivery Teams, where appropriate, to find resolutions / workarounds to recurring issues


• Good troubleshooting skills, Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service


• An understanding of business working practices and active working experience and understanding of core applications eg MS office applications, legal software, Win 10 and 11, O365


• Knowledge of current Windows operating systems


• PC and laptop hardware set up, configuration and support


• Knowledge of Apple products (primarily iPhones and iPads)


• Basic networking skills / understanding


Experience

• Proven experience in a customer facing IT support role.


• Proven experience within an IT Support / Service Desk environment.


• Excellent communication and inter-personal skills, ITIL Foundation - desirable
  
  A&O Shearman is a new global industry-leading law firm, with 47 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.


We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.