IT Support Analyst

Are you looking for a new challenge? Our thriving Leeds office is looking for an IT Support Analyst. Working as part of the global IT Support function and other areas of the firm-wide Technology department, this position is responsible for the initial contact and support of the end user community for firm-wide hardware, software and networking issues by investigating, researching, troubleshooting, escalating and/or resolving issues in an efficient manner., The IT Support team is based in Leeds and Cleveland, Ohio and delivers close to 24/7 coverage. It is managed by two IT Support Managers. In this position, you will report directly into one of these managers, with a dotted line to the other. You will be required to have a good working relationship with the end-user community and all other areas of the Technology department.

Our Opportunity

In this role, you will be responsible for servicing queries to the global IT Support telephone numbers and mailboxes. You will answer IT Support phones in a polite and professional manner and respond to support queries submitted by email and other means in a timely manner. Attention to detail is essential: you will be required to obtain accurate and pertinent details and records all requests into the service desk management tool.

You will deliver first- and second-level technology support on PC-based and telecommunications issues. Support areas include Windows desktops and laptops, Microsoft 365 applications and services (such as Word, Excel, Outlook, Teams, OneDrive and SharePoint), document management systems, intranets and extranets, telephony, mobile devices and remote access tools.

You will also assist with project work, such as testing new software, providing insight into end-user support issues on new software and projects, as well as assisting in the creation and review of end-user documentation to ensure accuracy and consistency. Travel to other offices may also be required.

The role operates on shifts of 6am - 2pm, 8am - 4pm, and 10am - 6pm. You must be comfortable working across shift patterns.

You must have work-based computer operations experience, preferably in a Windows environment. Advanced educational courses are also desirable. Due to the technical nature of this role, you'll need a working knowledge of Windows, Microsoft 365 applications and services, as well as knowledge of other desktop applications, preferably in a legal environment. Experience with mobile devices and remote access tools is essential.

You will have a focus on customer care and have excellent communication and interpersonal skills. Excellent organisational skills are essential, as is the ability to multi-task and work under pressure.

Squire Patton Boggs is one of the world's strongest integrated law firms, committed to providing insight at the point where law, business and government meet. We deliver commercially-focused business solutions by combining our legal, lobbying and political capabilities and invaluable connections on the ground to a diverse mix of clients, from long-established leading corporations to emerging businesses, start-up visionaries and sovereign nations. More than 1,500 lawyers in 45 offices across 20 countries on five continents provide unrivalled access to expertise. In the UK, we have offices in Birmingham, Manchester, Leeds and London. The firm is committed to promoting a collaborative and supportive working environment. Embedded by local champions in each of our UK offices, our well-regarded family and carer, wellbeing and workplace culture and development programmes provide a variety of flexible working options to support individuals' life journeys, helping our people pursue their personal and professional goals.