JMW Solicitors are searching for a customer focused and experienced IT Analyst to join our IT Department’s London-based Service Delivery team.
As an IT Analyst, you and other members of the Service team will be the first point of contact for all users via telephone, email and face to face in conjunction with a service desk management system within an agreed SLA. You will be responsible for assisting with the maintenance and support of IT systems as well as contributing to IT project work as required.
The working hours for this role will be 35 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00), with additional paid overtime as part of an out of hours rota.
Responsibilities
Reporting to the IT Service Manager, the key deliverables of this role will include:
* Delivery of high-quality technical support on a range of technologies.
* Hands-on attitude to troubleshooting hardware and application specific issues.
* Responding appropriately to, and effectively resolving or escalating user incidents or queries within SLA and KPI timeframes (first response and resolution).
* Take ownership of requests assigned to you and manage them through to resolution.
* Supporting Windows Desktop 7-10, Citrix XenApp/XenDesktop.
* Desktop PC, Terminal and Laptop, mobile device and printer support.
* Use and support of Microsoft Office Suite (Outlook, Teams, Word and Excel).
* Local Area Networking support including local cabling/patching to switches.
* Perform administrative tasks as required (user and server related).
* Help support and train other team members as required.
About you
We are looking for an experienced IT Analyst who can deliver efficient, high quality customer service, whether in person, over the phone or via other forms of digital communication such as email and chat. You’ll work well as part of a team but also have the skills and motivation to take ownership of tasks and manage them through to resolution.
Formal IT qualifications/certifications - MCSA or multiple MCPs would be highly advantageous. Alternatively, you may be actively working towards an entry level IT certification like CompTia A+, MSDST or ITIL Foundation.
Experience required:
* 2+ years of hands-on related IT support experience in a professional services environment.
* Active Directory user configuration experience.
* Technical understanding of current leading technologies, suppliers and industry terminology.
* Awareness of data protection and confidentiality principles.
* Microsoft 365 awareness and willingness to gain an appropriate level of expertise in core systems such as iManage and Proclaim.
Skills required:
* Able to manage workloads by applying priorities appropriately or as directed with discipline.
* Appreciation of and able to accommodate SLA and KPIs.
* Excellent problem solving and analysis skills with meticulous attention to detail.
Working for JMW
As well as a rewarding career, JMW offers its colleagues many other opportunities and benefits, including:
* A minimum of 25 days' annual leave (increasing with length of service) plus office closure between Christmas and New Year.
* Travel Insurance – covering you and eligible family members.
* Death In Service - 3 x basic salary.
* Private Medical Insurance (subject to opting in) and option of contributing to add eligible family members.
* Income Protection - cover of up to 75% of salary.
* Access to an interest free travel pass/parking loan.
* A one-hour early finish, one Friday a month.
* Two days a year to do charitable work, with a huge variety of events to get involved in.
* The opportunity to participate in sports teams, hobby clubs, and social events.
* Access to our Employee Assistance Programme and trained Mental Health First Aiders.
#J-18808-Ljbffr