IT Senior Support Analyst

JR United Kingdom; Guildford; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading law firm in Guildford is looking for an IT Senior Support Analyst to join their team on a permanent basis. This role involves providing high-quality IT support, monitoring team performance, and ensuring adherence to defined policies. Candidates should possess strong technical skills and a customer-focused approach, along with familiarity with law firm applications. The position offers the opportunity to enhance skills while working in a dynamic environment.

Qualifications

• Good understanding of ITSM systems required.
• Excellent technical knowledge of operating systems and networks.
• Proficient in typical law firm applications.

Responsibilities

• Provide exceptional IT support to regional offices.
• Oversee the Regional Team to maintain support standards.
• Monitor ticket quality and improve information capture.

Skills

Customer-focused approach

Technical support

Advanced technical expertise

Knowledge of hardware

Understanding of ITSM systems

Education

ITIL Foundation (or willing to study)

Tools

Microsoft Office

Document management systems

PMS

CRM

Job description

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IT Senior Support Analyst/Senior Service Desk/Support Analyst

A fantastic opportunity has arisen for a IT Senior Support Analyst/Senior Service Desk/Support Analyst to join our Guildford based law firm on a permanent basis.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Responsibilities and Duties:

• Provide exceptional, high quality IT support to regional offices to consistently meet

• Always maintain a customer-focused approach and build relationships with key customers.

• Oversee the Regional Team to ensure they maintain a consistent and professional standard

of support and adhere to defined policies and procedures.

• Utilise advanced technical expertise to address complex and challenging customer queries

and requests and provide guidance to UK Regional team members to facilitate ticket progression.

• Proactively monitor team member and account admin queues to ensure regular customer

updates, ticket progression and resolution.

• Monitor aged calls daily and ensure appropriate action is taken to resolve.

• Conduct regular ticket quality checks to improve the quality of information being captured

and provide valuable insights into incidents and requests reported across the regional

offices.

IT Senior Support Analyst/Senior Service Desk/Support Analyst

Knowledge, Sills and Experience:

• ITIL Foundation qualified (or willing to study towards it)

• Good understanding of ITSM systems

• Knowledge of typical law firm applications including PMS, document management systems,

Microsoft office, document comparison tools, CRM and time recording

• Excellent technical knowledge of hardware, operating systems, and networks

IT Senior Support Analyst/Senior Service Desk/Support Analyst