IT Analyst
Lewis Silkin LLP
Cardiff, GB
3d ago

The IT Analyst will assist in the day-to-day operational support of the firm’s IT systems and users. The position is within a small IT team working mainly on the IT Service Desk and will encompass user support (both in person and over the telephone), systems operational support, application support, development and testing, change control and documentation.

The ideal candidate will be a proactive self-starter who can own an issue and see it through to resolution, someone who is able to develop their skills by using in-house materials and resources to troubleshoot and is able to think outside of the box

Technical Skills

The ideal candidate will have knowledge / experience in the following systems.

  • Have a relevant IT qualification and / or previous experience of working in a professional services environment preferably legal supporting standard legal systems including or similar to, NetDocuments,Thomson Elite 3E, Intapp Time, Intapp Open, Mimecast, Bighand
  • Excellent knowledge of Windows 10 +, Office 365
  • Freshservice or similar Service Management tools
  • MDM, troubleshooting IOS, Windows Laptops and Android devices
  • Citrix support experience
  • Active directory administration
  • Knowledge of Document Management Systems
  • Knowledge of installing and troubleshooting printers and network printing
  • Understanding of video and voice conferencing
  • The role

    The successful applicant should :

  • Have a proven track record in 1st / 2nd line support and troubleshooting IT Systems preferably within a law firm / professional services environment and have the ability to quickly learn and adapt to new applications
  • Is able to follow IT processes and pays careful attention to detail
  • Be able to accept tasks and advice from other more senior members of the department including the Head of IT, IT Manager and Service Desk Manager
  • Ability to work autonomously and within a team
  • Be willing to work out of hours when required and at short notice
  • Capable of working to tight deadlines, sometimes under pressure
  • Demonstrate a high level of customer service and professional approach. They should be able to communicate effectively with non-technical staff and members of the IT team.
  • The working hours for this position are a standard day of 7 hours, five days a week. The core hours are 10.30 to 18.30 each weekday with an hour for lunch.

    The IT Department are required to offer onsite support between 08 : 30 and 18 : 30 and there will be occasional need to swap shifts.

    There will occasionally be a requirement to work additional or unusual hours (arriving earlier, leaving later or working at weekends) in order to resolve problems, implement new features and maintain service levels.

    Overtime will occasionally be required by prior arrangement.

    Please note that during the Covid 19 crisis, and whilst it is government advice, the role will be based at home with the relevant equipment provided.

    As and when appropriate the role will be based in our central Cardiff office.

    Impact and Influence

    Gains respect from others; able to demonstrate knowledge and experience

    Understands the audience

    Active listening

    Interpersonal Understanding

    Respects others views and perspectives

    Recognises individual’s strengths and weaknesses

    Understands others’ behaviour even when this is not overtly expressed.

    Ask questions to find out wants / needs of others; knows what to ask and how to ask it

    Relationship Building

    Demonstrates respect for others consistently

    Presents self and the organisation professionally (with integrity and honesty)

    Displays and promotes confidence

    Acts to build trust and commitment

    Teamwork

    Demonstrates enthusiasm

    Communicates effectively upwards / sideways / downwards

    Gains respect of clients and work colleagues

    Is approachable

    Supportive to both staff and external people

    Maintains professional standards

    Confidentiality is expected at all times

    Achievement Drive

    Works for continuous improvement

    Makes measurable improvements in service delivery

    Is pro-active and has perseverance

    Demonstrates pride in team / own achievements

    Flexibility

    Adapts easily to different situations / changing priorities

    Prepare to work out of job role expectations

    Able to work under pressure

    Initiative

    Deals with problems as they arise and consults as appropriate

    Liaises with other staff and shares ideas and information

    Technical Skills

  • Have a relevant IT qualification and / or previous experience of working in a professional services environment
  • Experience in 1st line / 2nd line support and trouble shooting
  • Supporting systems including or similar to, Thomson Elite 3E, Intapp Time, Intapp Open, Mimecast, Bighand
  • Understanding Document Management Technology
  • Excellent knowledge of Windows 10 / Office 365 / Citrix
  • Freshservice or similar Service Management tools
  • MDM, troubleshooting IOS, Android and Blackberry devices
  • Active directory administration
  • Knowledge of installing and troubleshooting printers and network printing
  • Understanding of video and voice conferencing
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