IT Senior Support Analyst
We are looking for an experienced IT Senior Support Analyst to join our UK Regional team. This role is pivotal in delivering advanced technical support, ensuring exceptional service standards, and supporting consistent IT operations across multiple regional offices.
The role requires regular travel to regional offices and London to facilitate collaboration, provide on-site support, and maintain high-quality service delivery. You will report to the UK Regional Service Delivery Manager, deputising in their absence and assisting with a variety of operational tasks to ensure excellence across the team.
Key Responsibilities
* Deliver high-quality IT support to regional offices, maintaining a customer-focused approach.
* Oversee the Regional IT Analysts, ensuring consistent professional standards, adherence to policies, and effective ticket progression.
* Use advanced technical expertise to resolve complex customer queries and provide guidance to the UK Regional team.
* Monitor ticket queues, aged calls, and urgent issues to ensure timely resolution and updates to customers.
* Conduct ticket quality checks and provide insights for continuous improvement across the regional offices.
* Collaborate closely with colleagues, technical teams, and third-party suppliers to resolve issues effectively.
* Mentor and train UK Regional IT staff to enhance skillsets and service delivery standards.
* Assist with central Service Desk functions and ensure adequate IT equipment stock across offices.
* Support and maintain Service Management processes and documentation, including SML tasks.
* Keep abreast of IT projects and initiatives, communicating relevant updates to the team.
* Deputise for the UK Regional Service Delivery Manager when required, assisting with additional operational tasks.
Person Specification
* Excellent time management, organisational skills, and attention to detail.
* Strong customer service and communication skills, with the ability to build relationships across all levels.
* Methodical, proactive, and solutions-focused with strong problem-solving skills.
* Ability to remain calm under pressure, prioritise workloads, and act on business-critical issues.
* Professional and positive demeanor, serving as a trusted advisor and role model for colleagues.
* Collaborative team player with strong interpersonal and influencing skills.
* Flexible approach, including willingness to work outside core hours when required.
* Excellent written and spoken English.
Technical Skills
* ITIL Foundation qualified (or willingness to study towards qualification).
* Strong understanding of IT Service Management (ITSM) systems.
* Technical expertise in hardware, operating systems, networks, and core IT applications.
* Knowledge of typical law firm systems, including PMS, document management, CRM, Microsoft Office, and time recording tools.