Support Analyst
Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking an individual to join our Service Desk team as aSupport Analyst based in Birmingham. Within this role you will be required to consistently deliver exceptional customer experiences through every interaction with colleagues and stakeholders. This role serves as the first point of contact delivering high quality 1st & 2nd line technical and application support via phone email and ticketing system (ServiceNow) ensuring timely resolution of issues and maintaining continuity of service.
Within this role you will be primarily office based with hands on support required in our Birmingham office when working on the shifts between 7am to 6pm. Please note this will be in a rotational shift pattern (7:00 AM to 9:00 PM) and the on call Out-of-Hours Support (OHS).
About you:
Were looking for a dynamic and client-focused individual with demonstrable years of hands-onexperience in end-user supportwho has worked within an ITIL environment and familiar with processes including incident management ideally within the legal sector or other professional services environments.
Youll be confident working across a range of technologies particularly the Microsoft Technology stack and adept at troubleshooting hardwarefrom laptops and desktops to mobile devicesas well as supporting AV systems and video conferencing inbusiness-critical settings.
To this role you will bring exceptional problem-solving skills clear and engagingcommunication and the ability to support users at all levels. Strong organisational abilities and a calm prioritised approach under pressure are essential along with a composed trustworthy and user-centric approach to service delivery.
Desirable Skills/Experience
- IT/Information Systems qualified
- Experience of working in a law firm and supporting common legal software platforms (e.g. iManage BigHand Time Recording or similar).
- ITIL Foundation certification
What We Can Offer You:
Gowling WLG has been recognised as one of best places to work in the UK and has been ranked by Great Place to Work for 25 consecutive years.
Excellent benefits including:
- A hybrid approach to office and remote working.
- 25 days annual leave with the option to buy up to a weeks extra annual leave
- Free private medical insurance and the option to add family members
- A generous pension allowance
- Life assurance covering four times your annual salary
- The chance of a three-month sabbatical every five years
- Maternity paternity and adoption leave schemes
- A range of health and wellbeing programmes
- State of the art offices in London overlooking Tower Bridge with an onsite restaurant
- Opportunities to flourish in your role through training and personal development
Equal Opportunities:
Gowling WLG is committed both to promoting equality and diversity in the firmand to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour nationality ethnicity national origins) religion or belief age disability sexual orientation sex gender re-assignment and gender identity marriage and civil partnership and pregnancy maternity and paternity. This also includes any incidents of perceptive or associative discrimination and harassment.
At Gowling WLGwe seek to attract and retain talented people from a diverse range of backgrounds and cultures to create an exciting and rewarding place to work. Our aim is to fulfil everyones potential and together to achieve personal and business goals.
If you have any queries in relation to this position or would like to see a full job description please contact Meg Astley at
Required Experience:
IC
Employment Type
Full-Time
