Our people define us. In an increasingly complex and challenging business environment, we're responsive to our people's needs.We're focused on attracting and retaining top talent.
Not currently receiving applications. For agency users and internal applicant, please login, or register.
Job Title
IT Support Analyst
Department
Role
Business Services
Job Location
Bristol
Description
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.