IT Support Analyst- 1st Line

Gateley; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading legal and professional services firm is seeking an IT Support Analyst in Birmingham to provide first-line support across offices. Responsibilities include handling support tickets, ensuring excellent customer service, and managing deskside support. Candidates should have strong communication skills, a customer-focused attitude, and a knowledge of relevant technologies. The role offers flexible working options and various employee benefits.

Benefits

Learning and development opportunities

Competitive salary

Bonuses

Various employee benefits

Qualifications

• Demonstrated excellent customer service skills.
• Ability to handle multiple support requests effectively.
• Knowledge in IT and legal sector software is desirable.

Responsibilities

• Provide first-line support including deskside and telephone assistance.
• Log and manage support tickets through the ITSM software.
• Deliver exceptional customer service and support across offices.

Skills

Excellent customer service skills

Clear, friendly communication skills

Strong organizational and prioritization skills

Self-motivation

Ability to work independently and in a team

Tools

Microsoft Windows 10

Office 365

Active Directory

ITIL

legal sector software

Job description

The Role

This IT Support Analyst will be responsible for providing first-line support to all offices, including deskside support and basic fixes over the phone, as well as ensuring calls to the IT department are dealt with promptly and tickets are managed and escalated appropriately.

1. Answer support calls
2. Ensure the process of logging all tickets is followed
3. Provide basic fixes over the phone
4. Provide deskside support
5. Provide excellent customer service
6. Comply with the company's policies and procedures
7. Be flexible to provide support at other offices when required

The above list is not exhaustive; the job holder may be asked to carry out other ad hoc tasks as needed.

The Team

Gateley Plc has a dynamic and collaborative IT department, growing to 55 staff across IT Service, Infrastructure, Architecture, Security, Change Management, Development, Innovation, and Client Solutions.

The Role

The IT Service Delivery team comprises 19 members across Birmingham, London, Manchester, Leeds, and Guildford, providing deskside and remote support, managing tickets, and maintaining high customer service standards.

The Person

To succeed, you should demonstrate:

• Excellent customer service skills as the first point of contact
• Ability to work independently and in a team, with flexibility
• Clear, friendly communication skills, both verbal and written
• Strong organizational and prioritization skills
• Self-motivation and ability to support multiple products
• Knowledge of technologies such as Microsoft Windows 10, Office 365, Active Directory, LAN/WiFi, mobile imaging, ITSM software, remote access tools, ITIL, and legal sector software (desirable)

About You

We value diversity and are committed to creating an inclusive environment where everyone can thrive. We offer flexible working options and a range of benefits, including learning and development opportunities, competitive salary, bonuses, and various employee benefits.

We are Gateley

We are a forward-thinking legal and professional services group, dedicated to solving our clients' problems with expertise and attitude. Our culture is built on shared values of ambition, collaboration, and trust, celebrated annually through our Gateley Team Spirit awards.

Diversity, Inclusion, and Well-being

We promote a diverse and inclusive workplace, offering equal opportunities and flexible working patterns. Recognized as a Stonewall Diversity Champion and holder of the Law Society's Diversity and Inclusion Charter, we strive to support all employees in achieving their potential.

Additional Information

Successful applicants will undergo pre-employment screening relevant to the role, including eligibility, qualifications, criminal records, financial stability, and references.