IT Support Analyst

Simmons & Simmons; West of England; Híbrido; GBP 25.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonuses

Private medical insurance

Pension contribution

Hybrid working

Descripción de la vacante

Simmons & Simmons is seeking an IT Support Analyst to join our IT Service Desk in Bristol. You will provide first line IT support to system users, logging and resolving incidents and requests using Service Now, with a focus on first-time resolution and KPIs.

Working on a shift rota (7:00 to 00:00, 35 hours per week), you will collaborate with IT colleagues to diagnose issues, implement fixes, and keep users informed of progress while developing knowledge of our applications and

Formación

• College IT qualification or equivalent.
• Experience in an IT helpdesk environment.
• Experience with ServiceNow or similar ticketing systems.

Responsabilidades

• Provide first line application and hardware support.
• Log and triage incidents via the ticketing system.
• Diagnose, resolve or escalate IT issues within KPI targets.
• Work rotating shifts including early/late hours.
• Collaborate with IT teams to implement fixes and share knowledge.

Conocimientos

IT support

First-line support

ServiceNow familiarity

Troubleshooting

Documentation

Educación

College IT qualification or equivalent

Herramientas

ServiceNow

Descripción del empleo

The role:

We are looking for an IT Support Analyst to join our IT Service Desk team in our IT department in Bristol.

In this role you will provide IT support to Simmons & Simmons system users who are experiencing IT-related issues.

Working to scheduled but varying shift patterns, this 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 Service Desk is to adopt a first-time resolution approach from call placement to call resolution.

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 elevate 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 in an IT helpdesk.
• Ideally at least 1+ years technical IT support experience.
• Ideally experience of working in service-oriented company working towards KPI’s and SLA’s.
• Experience with 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.
• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. The IT Service Desk operates on a shift rota with varying patterns; working hours will fall between 7:00am and midnight, based on a 35-hour week spread across seven days. Additionally, experience of working in an ‘on call’ environment, providing support to first and second line teams for priority incidents.
• Willingness to undertake occasional international travel, if required, to support business needs.

Career Level:

The career level assigned to this role is level 2. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Here at Simmons & Simmons:

At Simmons, we are proud of our collaborative, open and non-hierarchical culture, where everyone is treated with respect and dignity and the wellbeing of our people is paramount. Our dynamic minds work as one integrated team, partnering with leading organisations on inspirational and thought-provoking projects that matter. From day one, irrespective of job title, qualification or background, everyone’s voice is heard, and you are encouraged to have an enquiring mind and share ideas that drive the firm forward. Through innovative learning and development opportunities, you will have a platform to excel, exceed your career ambitions, and achieve things you never thought possible.

Some key information:

• We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.
• Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).
• We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.
• We are proud to rank as a Times Top 50 Employer for Gender Equality, a Stonewall Top Global Employer, and a Top 75 Employer for Social Mobility.
• We have a range of social and sports committees, summer and winter parties and monthly get togethers.
• We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.
• All UK offices have their own artwork collections – including Damien Hirst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up‑and‑coming artists.
• We have recently introduced a Strategic Advisory Council which is a mix of associates and business services who will propose strategic initiatives that align with our firm’s mission and support the delivery of our business plan, shaping the future of our next‑generation law firm.
• Our in‑house generative AI tool, Percy, won the ‘Innovation in Automation and AI Tools’ category at the 2024 FT Innovative Lawyers Europe Awards. This achievement highlights our commitment to technological innovation and client service.
• We have been commended in The Times Best Law Firms 2026 across three categories: construction, employment, and intellectual property. Our profile is highly positive, highlighting our sector specialisms and notable case and transactional work.

Equal opportunities:

We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to:

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families.
• Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require.
• Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs.
• We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.

We encourage you to apply even if you don’t meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

If you’re interested in finding out more about this position,please contact the Recruitment Team.