IT Support Analyst

Michelmores; Exeter; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking firm as an IT Support Analyst in Exeter, where your skills in hardware and software support will shine. This role offers a dynamic environment, focusing on innovation and collaboration. You'll be part of a team that values growth and flexibility, ensuring exceptional service to clients while fostering your professional development. With a commitment to inclusivity and support, this is a fantastic opportunity for those passionate about IT and customer service. Embrace the chance to thrive in a nurturing workplace that values your contributions and encourages you to evolve.

Qualifications

• Self-motivated with strong customer service skills.
• Experience in hardware/software installation and troubleshooting.
• Ability to work both independently and as part of a team.

Responsibilities

• Monitor support calls and troubleshoot IT issues using ServiceNow.
• Prepare hardware and assist users in setup.
• Provide out-of-hours support when needed.

Skills

IT and customer service

Hardware/software installation

Troubleshooting

Organizational skills

Problem-solving

Teamwork

Education

Experience in helpdesk environment

Knowledge of Windows 10/11

Understanding of Active Directory

Tools

ServiceNow

Office 365

Intune/MECM

Exchange Online

Job description

Are you keen to find an exciting new role where you will be part of a dynamic, forward-thinking, friendly agile team? If so, come and join us on the journey.

Why Michelmores?Michelmores is the destination law firm for the ambitious, the imaginative and the distinctive. We help enterprises and individuals navigate change to find a positive future.

We are a flexible, friendly, and inclusive organisation with as clear a focus on fresh thinking as we have on growth and success. We value and nurture our people\342\200\231s potential and inspiration and give them a creative, open, and collaborative environment in which to develop a career and succeed.

As our clients\342\200\231 needs change and evolve, so do we. Our business services teams are continuously looking for ways to innovate and attract and retain the best clients and the brightest people. Central to our culture is our nurturing, friendly and flexible environment which genuinely allows our people to grow and flourish, both professionally and personally. We really care about what we stand for and want to move forward together.

What sort of work? This is an exciting opportunity to join our growing IT team as an IT Support Analyst in our Exeter office.

As part of this role you will be responsible for:

• Proactively monitoring support calls using our ServiceNow ticket management system
• Taking phone calls, logging tickets, and troubleshooting IT issues
• Liaising with third party vendors where applicable
• Preparing hardware including deploying OS image, installing and configuring software and assisting users getting setup
• When needed, assisting users with setting up IT kit for meetings
• On occasion travelling to our other offices in Bristol, Cheltenham, Sidmouth and London
• Providing out of hours support on occasion

Why this team? The IT team is the Firm\342\200\231s centre of innovation. As well as supporting the hardware and software already in place, they lead the way on developing processes and efficiencies through new software and technology. Made up of a group of innovative, tech savvy and forward-thinking IT specialists and project managers, the team support the technology across all our offices.

How do we work? We take a flexible, agile approach to working patterns. As a team we agree together on the best working arrangements that will enable each of us to provide exceptional client service, to collaborate and connect with colleagues, and to achieve the right home/work balance.

As a Firm we are committed to supporting our people across all levels to achieve the balance they need. We are open to talk flexible working and to empower any candidate to put forward a flexible working pattern to meet their needs.

Who are we looking for?We are looking for somebody who will understand our values and will thrive in our culture. The role is for a 1st/2nd line support analyst based in our Exeter office.

The ideal candidate will have the following skills and experience:

Skills

• Self-motivated and enthusiastic about IT and customer service
• Be able to work as part of a team, but at times to work under your own initiative
• Experienced with hardware/software installation, configuration, and repair
• Have excellent troubleshooting and problem-solving skills
• Have excellent organisational skills and a professional approach to work

Experience

• Previous experience of working in a helpdesk environment
• Experienced with Windows 10/11 support and troubleshooting
• Experienced with iOS mobile phone support
• Experienced with Office 365 suite support and management
• An understanding of Active directory
• An understanding of group policy
• Basic networking skills, WI-FI, and network cabling

Desirable skills

• Experience of managing devices within Intune/MECM
• Experience supporting users working on AVD
• Experience supporting legal sector software from vendors including Aderant, Bighand, iManage, Intapp and Litera.
• Experience managing mailboxes within Exchange Online
• Ability to read and understand basic PowerShell commands and scripts

This is a great opportunity to join a Firm which believes potential, inspiration, and teamwork should be valued and nurtured.

We work hard to create and sustain an open and collaborative environment. We embrace change and constantly evolve to meet our people\342\200\231s diverse needs, in the same way that we help our clients to navigate and stay ahead of developments, to move forward together.

Next StepsTo apply please click below or if you would like to talk to someone about the role, please call Sarah McLean in our Recruitment Team on 07754 555106.

Michelmores LLP is an Equal Opportunities Employer

We do not discriminate on grounds of race, gender, marital status, age, religion, colour, nationality, ethnic origin, disability or sexual orientation in the selection, recruitment, and treatment of our staff.

View our Inclusion and Belonging pages for more information.

As part of our recruitment policy our candidates are subject to pre-employment screening checks. The Employee Screening Process includes DBS screening, adverse media checks, financial screening, and will also involve verification of employment history, your right to work in the UK and any relevant qualifications and memberships. If you would like further information around this, at this stage, please get in touch with our recruitment team ([e-mail])

*No agencies please \342\200\223 any agency assistance will be via invitation only. Please note any speculative candidates submitted via agencies without invitation will not be considered as represented by that agent.