Vacancy We are recruiting for a Deskside IT Support Analyst to join our Oxford office. You will be responsible for supporting RWK Goodman’s 600 customers with high quality support both remotely and deskside for our Oxford office-based users. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the Service Desk Management solution. Ensuring that resolutions are maintained within SLA, plus inclusion in the rota to cover core office hours and out of hours cover. You must be confident in the diagnosis and troubleshooting of software ,hardware and network related issues. Also experience in supporting and troubleshooting Windows 10 & 11. Providing a positive customer experience for those customers logging tickets with the Service Desk team. The role will require site visits to RWK Goodman Bath monthly. Key Responsibilities Troubleshooting and repair software issues Troubleshooting and repair of laptop, network and operating systems Ability to learn and master new software Assist 3rd line and project teams in the migration to new systems and software platforms Serve as a point of contact between 3rd line teams and Service Desk customers to enable resolution of application issues Provide 3rd line teams with feedback of problems experienced by Service Desk customers Assist 3rd line teams with testing new or upgraded software in test environment Assist Training Team in the design, delivery, and improvement of software application training Working with the SDM and 3rd line teams, design ITIL processes for Problem, Change and Release Management Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs Develop and coach team members to improve performance and delivery of service Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture Ensure technical and procedural documentation is accurate, including knowledge base Escalation points for customers and Service Analysts, escalating to SDM when necessary Maintaining daily communications with customers to ensure follow up and resolution of tickets Undertake resolution of incidents and service requests in line with SLAs Inclusion in Service Desk and out of hours rota Skills, Experience, and Attributes Minimum 3 years’ experience in a similar IT role Excellent level of knowledge of IT technologies and processes Experience of call logging technology and processes Experience of working to SLAs in a similar environment Relevant ITIL qualification Excellent customer service skills and good written and verbal communications skills Ability to troubleshoot and determine software application issues Experience supporting software packages other than Microsoft Office Technical understanding of Windows 10/11, Active Directory, Group Policy, Entra ID, Exchange and Office 365 application suite Virtual Desktop Infrastructure (VDI), e.g. Citrix/AVD (Azure Virtual Desktop), Networking principles and troubleshooting Endpoint and Moblie Device Management (e.g. Microsoft Intune/AutoPilot) Company We’re RWK Goodman – a progressive Top 100 law firm. We exist to unlock potential and create a lasting positive impact for our clients, colleagues and communities. Our purpose is what drives our business forward. It’s our guiding principle. And it’s why our clients trust us to be their life-long legal partner. Over 620 colleagues. 36 specialist areas. 3 core divisions. With offices across the South West, Thames Valley and London. We are widely known for our technical expertise and diverse client base across industries and sectors. As a people-focused firm, ours is a culture of heart, not ego. In our inclusive environment, we support each other as we strive for success. For ourselves. For each other. And for our clients and communities. We know our people are what sets us apart. That’s why we’re committed to creating a dynamic and inclusive environment where you can thrive and achieve your full potential. Because this isn’t ‘just another job in law’. This is an opportunity for ambitious legal professionals to develop rewarding careers, in a culture that cares. We’re on a mission to create a dynamic and inclusive culture. And that starts with our recruitment process. If you have a disability, whether visible or not, we want to work with you every step of the way. Because we want to give you the best chance of success when you apply. If you need any reasonable adjustments to accommodate your disability, such as extra time on written assessments, an accessible interview room or a quiet space before and after the interview, please speak to our Recruitment Team so that we can work together to help bring your best self. Career Development Over a number of years, we have developed a robust and transparent framework which shows you exactly what you need to achieve in order to grow your career at the firm. This isn’t just about hitting KPIs. The framework helps you to understand how your contribution and behaviours are woven together to create the basis for your progression in the firm. From Secretary to Partner, you can see exactly what is expected of you along the way.