IT Support Analyst

The IT Director has overall responsibility for the running of the IT Department and producing the IT strategy for the Firm. The IT Support Analyst will report to the European Service Delivery Manager. The IT Support Analyst will be the primary point of contact for our European offices and will be required to travel throughout Europe to conduct site visits. Roles and Responsibilities Providing a professional and consistent level of IT support by telephone, remote control and face to face. Answering customer queries, promoting use of the IT systems and conducting limited 1 1 training. Ensuring all incidents and requests are accurately recorded and responded to within a timely manner. Maintain a customer focused approach at all times and ensure adherence to IT standards, targets, processes and SLA’s. Provide cover of the Service Desk when required.Building relationships with key stakeholders in IT and around the business. Liaising with Technical Support teams and third-party suppliers. Investigating Known Problems and working closely with the technical teams until resolution. Configuring and maintaining laptops and PCs. Installing and moving desktop equipment. Deployment and support of mobile devices. Configuration, maintenance and troubleshooting of multi-functional devices, printers and secure print/cost recovery system. Assist in the setup of any internal or external virtual meetings. Investigate and take ownership of issues with collaboration equipment. Liaise with the 3rd party supplies and ensure speedy resolution of any issues. Administration of the telecoms systems. Alerting Managers to reoccurring incidents and potential issues. Managing a local supply of IT stock equipment and accessories. Utilising and updating the Knowledge Base. Assisting with the creation and updating of documentation. Other support related activities as required. Qualifications and Experience Sound knowledge of Windows and Office365. Experience of using Active Directory. Knowledge of ITIL processes. Understanding of using software deployment packages such as SCCM. Good understanding of PC hardware and software set-up and configuration. Experience of supporting and troubleshooting mobile devices. Knowledge of Document Management System, ideally iManage cloud. Knowledge of Legal specific applications such as InterAction and IntApp time an advantage. Person Specification Fluent French and English speaker with fluent French and English writing skills. Knowledge of German, verbal and written desirable. Excellent customer service and communication skills. Able to manage customer’s expectations. Ability to work independently and as part of a team. Highly motivated and methodical with good problem solving skills. Experience of working within a Legal Practice supporting a large customer base. Ability to work under pressure and remain calm, prioritise workloads, identify business-critical issues and act upon them. Pro-active team player. Flexible approach to working, including a willingness to work outside of core hours. Competencies Collaborative working Client centric Ethical practice Critical thinking