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Area
IT
Location
Leeds
Description
IT Support Analyst
IT
Leeds
Permanent
Full-time, Core hours 0900-1730
with flexibility to cover 0800-1800
THE FIRM
Capsticks is a leading provider of
legal services to the health, social care, housing and emergency
services sectors, as well as in the field of professional
regulation. The firm has a turnover of c£60m and around 600 staff -
including 450 fee earners - across five offices nationally. We act
for a wide range of long standing clients in both the public and
private sector, including all forms of NHS organisations,
governmental and regulatory bodies, registered providers, insurers,
police, fire and rescue services, independent health and social care
providers, charities and GP practices.
Further details about the firm and
the type of work carried out can be found on our website atwww.capsticks.com.
In 2022 Capsticks achieved a two star accreditation from Best
Companies, the specialists whose recognition programme is the standard
for workplace engagement - Capsticks
is an "outstanding place to work" - Best Companies to work
for 2022. The Best Companies accreditation is really important
to Capsticks as it focuses on the trust and value we place in our
people, their wellbeing and their careers. Capsticks is independently
rated as an "outstanding company to work for" .
THE ROLE
This role will require you to use
your technical expertise to resolve 2nd line IT issues for users in
a timely manner. You will be the escalation point for all incidents,
requests and queries that cannot be resolved on 1st Line. You will
be responsible for effective resolution or escalation of all support
cases received in accordance with our SLA's and KPI's. You will also
provide face to face support for users based in your location and
support the AV equipment in our meeting rooms. You should be able to
demonstrate previous expertise in troubleshooting and problem
resolution and be comfortable collaborating with colleagues in other
offices to help build a central knowledge base and share best
practice.
This role is fully office based with some flexibility to work from
home occasionally where cover allows.
MAIN DUTIES AND RESPONSIBILITIES
To provide 2/3rd line support to the Firm's 700 user base by
acting as an escalation point between the Service Desk and 3rd Level teams.
To provide desktop support to users in the office.
Maintain and support the AV equipment in the meeting rooms.
To cover 1st Line support via telephone, email and face to face as required.
Contribute to and maintain the IT Knowledge Base in order to
support the Service Desk.
Build and support IT User Assets including Laptops, iPhones and Desktops.
Maintain the IT asset register.
Act as a subject matter expert for common applications.
Cover induction training in the IT Trainer's absence.
Participate in IT projects as and when required.
Participate in Problem meetings and contribute to problem resolution.
Participate in Major Incidents and manage business communications.
Work closely with 3rd Level teams to increase the 2nd Line
resolution rate.
Provide Out Hours support on a Rota basis (18:00-19:30 mon-fri)
Regular visits to our other offices as required.
Other Responsibilities
You will be working as part of the
Service Delivery Team and as such you will be required to cover team
other team members in times of absence. A flexible working attitude
is essential to ensure that the business is supported to the highest
standard at all times.
SKILL SET
The candidate should the following Technical Capabilities:
Be proficient in supporting Windows 10 and MS Office 365.
Be experienced in supporting case management systems - ideally
candidates would have experience in supporting LexisNexis Visualfiles
Good networking experience - Device patching, knowledge of DNS/DHCP/WAN/Wi-Fi.
Hands on management of Video Conferencing systems -
Teams/Zoom/Conference rooms.
Experience of VMware Horizon View or other VDI technologies.
Have some experience with digital dictation systems.
Strong background in building/imaging PCs, Anti-Virus and Desktop
support technologies.
Candidates should ideally have at least one year's previous
experience of working within a professional services environment. In
any event, candidates should have:
Excellent verbal and written communication skills.
The ability to communicate professionally at all levels within the Firm.
Strong problem solving and analytical skills.
The ability to work calmly under pressure and to manage the
expectations of demanding clients.
Excellent attention to detail.
Good knowledge of ITIL methodologies.
Excellent Customer Service skills and ethos.
Candidates will also be expected to demonstrate at interview that
they are:
Assertive, self-motivated and able to work without direct supervision.
Proactive and innovative in their approach.
Focused on the delivery of a first-class service.
A team player who is able to manage, motivate and work alongside others.
The IT Support Analyst has a responsibility to ensure that their
skills set are up to date and that they are familiar with the Firm's
internal systems and procedures. This will ensure that they are able
to carry out their role effectively and to the best of their ability.
Capsticks is an inclusive employer
At Capsticks we value diversity and
we are committed to creating an inclusive and supportive working
environment where everyone is able to be themselves and reach their
full potential. Capsticks is committed to providing equal
opportunities for all and therefore we welcome the unique
contributions that you can bring in terms of your education,
background, culture, ethnicity, race, nationality, sex, sexual
orientation, gender identity, age, disability, neurodiversity,
religion and beliefs.
We will make reasonable adjustments
to our application and interview process to ensure that you have the
best chance of success. We understand that there's not a "one
size fits all" approach to adjustments so our team will work
with you individually to understand more about your requirements. If
you have any questions please contact our Recruitment team on: (Careers@capsticks.com)