IT Support Analyst (part-time) 12-month fixed term contract

Brodies LLP; City of Edinburgh; On-site; GBP 18,000 - 26,000; Part time

Job summary

Brodies LLP is seeking an IT Support Analyst to join the IT Helpdesk on a part-time, 12-month fixed term contract. The role will provide first level technical support across Edinburgh and Glasgow offices.

You will troubleshoot hardware, install software, assistVPN/work from home users, and help maintain security policies while working with a busy team of IT professionals.

Qualifications

• General IT knowledge of basic networking, hardware and software desirable.
• Good knowledge of Microsoft Windows 11 and Office 365 desirable.
• Basic knowledge of PC and printing hardware desirable.
• Knowledge of Microsoft Teams including use in meeting room environments, preferred.
• Experience of first line technical support – aiding in person, by telephone or via chat desirable.
• Knowledge of IT ticketing systems required.

Responsibilities

• Answering helpdesk tickets in a timely fashion and providing first line technical support
• Laptop and dock hardware troubleshooting via telephone and remote control of the user's computer, or at their desk
• Support of remote workers using VPN, portal and web-based access
• Creation of new accounts for New Starters and setting up laptops for the new starters in the office.
• Installation of software and application of updates.
• Setting up and supporting audio visual equipment in client-facing areas
• Assisting Service Delivery Manager and the rest of the team as required
• Keeping technical and systems knowledge up to date
• Problem reporting and escalation internally as appropriate
• Assisting the IT Team with the implementation and support of new software and hardware

Skills

General IT knowledge

Windows 11

Office 365

Teams

IT ticketing systems

Networking basics

Printer hardware

Job description

Brodies LLP is a prominent UK law firm headquartered in Scotland, that provides expert advice to UK and international clients.

We have the capability and expertise to deliver mandates with global reach, uniting specialist perspectives from across our firm to offer bespoke legal solutions and advice, resulting in impactful outcomes for our clients.

With offices in London, Leeds, and throughout Scotland, we are dedicated to driving innovation in the legal sector, leveraging new technologies and forward-thinking strategies to deliver exceptional value and efficiency for our clients.

Our contract with our people underlines our commitment to fostering a supportive and inclusive work environment, prioritising the wellbeing and development of our colleagues to ensure they thrive both personally and professionally.

We are also deeply committed to making a positive impact in the communities in which we live and work. Through our pro bono work, charitable activities, and initiatives that promote diversity and inclusion, we strive to contribute meaningfully to society.

JOB TITLE

IT Support Analyst (part-time) 12-month fixed term contract

REPORTING TO

Service Delivery Manager

JOB PURPOSE

The IT Support Analyst's main responsibility is to provide first level technical support to the firm as part of the IT Helpdesk function. The successful candidate will work as part of a busy team of IT professionals answering IT-related support queries, resolving where possible and referring to colleagues where appropriate. The IT Support Analyst role offers a wide range of exposure to business IT and will require flexibility depending on the team's workload.

The role will be based in Edinburgh or Glasgow and requires a responsible and dedicated individual who can work independently and as part of a wider IT Helpdesk team with colleagues based in our other offices.

CORE TASKS

• Answering helpdesk tickets in a timely fashion and providing first line technical support
• Laptop and dock hardware troubleshooting via telephone and remote control of the user's computer, or at their desk
• Support of remote workers using Virtual Private Network (VPN), portal and web-based access
• Creation of new accounts for New Starters and setting up laptops for the new starters in the office.
• Installation of software and application of updates.
• Setting up and supporting audio visual equipment in client-facing areas
• Assisting Service Delivery Manager and the rest of the team as required
• Keeping technical and systems knowledge up to date
• Problem reporting and escalation internally as appropriate
• Assisting the IT Team with the implementation and support of new software and hardware

Being aware of Brodies’ information security policies, and protect information assets from unauthorised access, disclosure, modification, destruction or interference at all times.

PERSON SPECIFICATION

• Excellent communication skills, both written and spoken
• Organised and able to prioritise own workload
• Enthusiastic, responsible, flexible and accountable
• Professional attitude to work, presentation and manner
• Good timekeeping and attendance
• Ability to work well both unsupervised and as a member of a team

SKILLS

• General IT knowledge of basic networking, hardware and software desirable
• Good knowledge of Microsoft Windows 11 and Office 365 desirable
• Basic knowledge of PC and printing hardware desirable
• Knowledge of Microsoft Teams including use in meeting room environments, preferred
• Experience of first line technical support – aiding in person, by telephone or via chat desirable
• Knowledge of IT ticketing systems required