IT Support Analyst

Hours: Monday to Friday between 07:00 to 19:00 with 1 hour lunch (35 hours per week). Staggered shift pattern on rota of core hours per day to be agreed with Service Desk manager to ensure support continuity. Weekend on call is required as part of this role, typically 1 weekend in 6 weeks., * Mentor junior members of the support team to improve their technical support knowledge

• To provide technical support; answering support queries either onsite or via phone or email
• To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
• Liaison with 3^rd parties to ensure the effective resolution of support calls
• Taking ownership of user problems and being proactive dealing with user issues
• Act as an escalation point for business-critical application related queries such as phone system, case/fleet management system, etc
• Logging all calls on the service desk system and maintain full documentation/solutions
• Respond to enquiries from clients and help them resolve any hardware or software problems
• Support users in the use of Computer equipment by providing necessary training and advice
• Keeping technical documentation up-to-date within the firms knowledgebase

The successful candidate will have a positive outlook, be knowledgeable, enthusiastic, determined and capable of providing a first-class support service to the Firms user base.

A positive ‘can do’ attitude and willingness to learn is essential for this role. On the job support and training will be provided for the successful candidate.

Key Competencies and Requirements

• Experience working within a busy support desk environment
• Experience administering Microsoft technologies such as Exchange Online, Active Directory, Server 2019, Identity services, conditional access
• Experience working with Microsoft Azure, Exchange Online, WVD and Intune technologies
• Experience working within Virtualised & Hybrid Cloud environments
• Experience supporting users with ERP platforms.
• Experience administering and supporting Windows remote desktop and Citrix VDI
• Working knowledge of security products such as Barracuda, Mimecast, Sophos & Windows Defender
• Understanding of computer networking and basic troubleshooting
• Understanding of core IT processes & procedures (JML, Hardware fulfilment, service requests, Major Incident Management)
• Strong knowledge of Microsoft Office applications (Word, Outlook and Excel)
• Ability to think, provide solutions and communicate well under pressure
• Willingness to take on additional responsibility and learn
• Excellent organisational, administration and customer service skills
• Excellent telephone manner and face-to-face communication skills

Desirable Requirements

• Relevant qualifications such as ITIL, Azure Fundamentals, CompTia
• Experience supporting environments that include Microsoft Dynamics and PowerApps
• Experience working within a claims, legal or fleet management environment
• Experience of Salesforce

• We support
• We surpass
• We succeed

What we offer in return:

We offer a clean professional office working environment with fantastic facilities in the heart of Liverpool City Centre which has great travel links.

• A competitive salary
• 23 days holiday + your Birthday off + plus 8 bank holidays.
• Income protection, dental plan, critical illness cover & death in service cover
• Employee Assistant Programme.
• Workplace pension scheme.
• Free onsite weekly classes and well-being programmes.
• Discounted onsite Restaurant, Coffee Shop / Café.
• Secure bike storage.
• The opportunity to develop a rewarding and successful career with a wonderful Law firm.