IT Colleague Support Analyst

DAC Beachcroft LLP; Bristol; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent law firm's IT department in Bristol is seeking an IT Colleague Support Analyst to deliver high-quality onsite IT support services. The role involves resolving service requests, providing training, and ensuring compliance with data security protocols. Ideal candidates will possess strong knowledge of IT hardware and software systems, excellent problem-solving abilities, and strong interpersonal skills. This role is office-based, focusing on delivering outstanding support to users and maintaining a high standard of service.

Qualifications

• In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals.
• Maintain excellent customer focus, ensuring the needs of customers are understood.
• Excellent interpersonal and communication skills to support users on IT matters.

Responsibilities

• Provide on-site IT hardware support for DACB locations.
• Ensure compliance with ISO27001 for asset management.
• Maintain stock levels and manage loan laptops.

Skills

Computer hardware systems knowledge

Excellent problem-solving skills

Customer focus

Interpersonal and communication skills

Technical knowledge of Windows OS

Support and tuning of mobile devices

Tools

Windows Operating Systems

Microsoft Office Applications

Mobile devices

Routers and peripherals

Job description

IT Colleague Support Analyst

Department: Business Services - IT

Employment Type: Permanent

Location: Bristol

Description

To deliver quality & value added IT onsite support services to all DACB users and locations. Resolve in scope Service Requests and Break-Fix Incident tickets to agreed SLA’s for IT hardware related services. Deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location).

Key Responsibilities

IT Support – Reactive

• Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements
• Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided.
• Ensure a support ticket is logged for every interaction
• Ensure all calls are handled in line with agreed business SLA's.
• Event IT Support – ensure request ticket logged for each requirement
• Resource the Care Bar on a daily basis during publicised opening times opening times are adhered to, Presentation screens are updated and customers are kept informed of opening and closing times. (for Bristol only).
• Provide floor walking at times of change such as software and hardware upgrade programmes.
• ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user
• Handle confidential information in line with the firm's data security protocols
• Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work. Ensure back up tape and monthly tape procedures are followed if applicable.

IT Support – Proactive

• Ensure accessible and visible
• Suggest improvements to New Starter Welcome pack
• Contribute to and evidence contribution to the Knowledge Base
• Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks…..
• Identify and log Problem tickets for Team Leader review
• Change Management – ensure awareness of planned changes, looking to reference change schedule/calendar to qualify out changes for high impact incidents
• Proactively log a support ticket for any interaction where a user has failed to log one
• Support the location Reception teams with regular training sessions.
• Responsible for ensuring site desks are fully equipped where applicable
• Identify opportunities (raise in 1-2-1's) where possible to improve processes, decrease time to fix, reduce cost or improve customer satisfaction
• Ensure AV user guides are created and maintained located and maintained in each DACB location
• Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place
• Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions
• Take individual responsibility for adhering to and identifying improvements to support processes and documentation

Asset Management

• Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets
• Ensure all assets are managed in line with ISO27001
• Mobile device management
• Laptop device management
• Peripherals device management
• Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result.
• Manage and maintain stock levels within the location, including Loan laptop allocation. Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001.

Quality Management

• On resolution of tickets, review content to ensure that each ticket is: categorised correctly, prioritised correctly, has clear concise resolution detail and has correct resolution code applied

Project Support

• Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides
• When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods.
• With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required.

Development

• Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant seek opportunities to network, attend conferences and seminars.
• Is also willing to take ownership on any other tasks and responsibilities as required

Skills, Knowledge and Expertise

• In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems.
• Excellent problem-solving skills.
• This role is an Office based role and therefore, all Colleague Support Analyst's will have a Flex mode of “Office Focused”. Daily exceptions to this must be discussed with the IT Colleague Support Manager and / or Team Leader.
• Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised.
• Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location.
• Good technical knowledge of Windows Operating Systems and Microsoft Office applications.
• Experience of supporting and tuning Laptops and other mobile devices
• Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner – both orally and written.
• Listening and patience are important qualities for this role.
• Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST