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IT Support Analyst
Main purpose of the role:
To provide IT support to users of Simmons & Simmons
related IT issues.
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.
Main duties and responsibilities:
The support of Simmons and Simmons IT Applications
Provide First Line application support (productivity
tools and business applications) including: incident & problem
identification, analysis, diagnosis, and resolution or escalation
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).
Ideally some form of College IT qualification or equivalent
Ideally previous experience of working in a IT helpdesk
Ideally at least 1+ years technical IT support
Ideally experience of working in service-orientated
company working towards KPI's and SLA's
Experience Service Now or other call logging systems.
Previous telephone support and problem solving.
Good understanding of document comparison tools,
Document management systems
Logical and objective approach to problem solving.
Flexibility and ability/willingness to work out of
hours, if required, to support the implementation of changes.
Additionally, experience of working in an 'on call' environment to
provide support to the first and second line teams for priority incidents.
Willingness to undertake occasional international
travel, if required, to support business needs.