The role:

We are looking for a permanent IT Support Analyst to join our friendly IT Service Desk team in Bristol.

The successful candidate will provide IT support to users of Simmons & Simmons IT systems. Working to scheduled but varying shift patterns, the role involves recording, diagnosing, monitoring and resolving problems by using a call management system which provides a high-level audit trail for every call made or taken. The strategy for the IT Support Desks is to adopt a first-time resolution approach from call placement to call resolution. This is an exciting opportunity to join an expanding team.

What will you do:

• The support of Simmons and Simmons IT applications and hardware.
• Provide first line application support (productivity tools and business applications) including: incident & problem identification, analysis, diagnosis, and resolution or escalation when necessary.
• Assist in resolving incidents, questions & requests communicated either over the telephone, e-mail or web within the agreed KPI targets on a 24x7 basis.
• Work with the IT team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
• Adhere to call management procedures including escalations. Ensure that the customers and where required, the Practice and IT Team Leaders and Managers are kept informed of progress for each case at all times.
• Log all contacts within Service Now ensuring all appropriate information is recorded.
• Adapt and adhere to professional standards and processes to ensure consistency and common practice within IT Support are met.
• Achieve set targets (KPIs).
• Active input and ownership of allocated ITS projects.
• Monitor and escalate all Simmons & Simmons IT systems alerts on a 24x7 basis.
• Carry out user administration tasks as needed.
• Assist the IT Support Team Leaders in identifying skills and knowledge gaps in the team.
• Develop and maintain expert knowledge in relation to all of Simmons & Simmons' business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.
• Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

What we are looking for:

• Ideally some form of College IT qualification or equivalent.
• Ideally previous experience of working within an IT helpdesk.
• Ideally at least 1+ years technical IT support experience.
• Ideally experience of working in service-orientated company working towards KPI's and SLA's.
• Experience using Service Now or other call logging systems.
• Previous telephone support and problem solving experience.
• Good understanding of document comparison tools, document management systems.
• Logical and objective approach to problem solving.

Here at Simmons & Simmons:

We believe our people define us. Our working environment is genuinely collegiate with a supportive atmosphere and team ethos - we have a reputation for being a friendly culture which we are very proud of. An inclusive and diverse culture, our innovative approach and being truly international are just a few more things that make us, us.

• Competitive Offer Package including bonus's dependant on role/level, private medical insurance & pension contribution to name a few.
• Dress 'for your day' Code.
• Hybrid working approach of 2 days a week required in the office with flexibility dependant on role/team/client demands.
• A wide range of international offices including: Hong Kong; Dubai; Tokyo; Dublin; Milan; Bristol; Madrid; Singapore.
• All offices have their own artwork collections - with a Damien Hurst and a Tracey Emin in the London office. We have a long standing history in supporting the art community especially up and coming artists.
• The creation of Simmons & Simmons Solutions - bringing together the best legal advice from our established legal teams with non-traditional capabilities that enhance, expand and differentiate the Simmons offering.
• We were ranked as a Times Top 50 Employer for Women and Top 30 Employer for Working Families in 2020.
• We have Social and Sport Committees contributing to Xmas & Summer parties, end of month drinks and various sporting events.
• We also have a range of Diversity Network Groups including LGBT+, Emerge (Race & Ethnicity) and The Number One Club (Women's network) who have organised various talks and events firmwide.

If you are interested in finding out more about this position then please contact the Recruitment Team with any questions. To apply for the role please click on the link at the bottom of the page/visit the career pages on our website, where there is also a detailed job description.