IT Support Analyst

Job Description / Overview

To primarily provide first line IT support services to 190+ users with a customer-focused approach and professional manner. The IT Support Analyst will focus on providing user support using our service desk package. Proactive support will be undertaken face-to-face, by telephone and using remote access tools. The role will involve monitoring and responding to service desk queues, prioritising work and escalating incidents to team members when required.

General support work may include tasks such as building and installing devices, software rollout and troubleshooting hardware and software faults. Applicants must have a good basic knowledge of Windows 2016/2019 server, SQL querying and data manipulation, Windows 10/11 clients, Azure Virtual Desktop, Office365 Suite, and TCP/IP networking. The IT Support Analyst will also play a role in assisting the IT Director and IT Manager to provide an excellent level of service to our user base.

In addition to the support function the role involves assisting the IT Team with project work. This ranges from the roll out of new equipment, software and telephony systems. We also have an exciting list of ongoing infrastructure and networking projects including moving users to Azure Virtual Desktop.

This role will be office-based (Belfast city centre) to meet the needs of the business. We value flexible working for all our staff and strive to accommodate individual needs.

We feel this position will provide a great learning opportunity for the right candidate. We adopt a ‘learn by doing’ approach, offering support and training where required. It is a unique opportunity to learn and build experience, across a whole range of IT skills, in a fast-paced environment.

Job Role: (tasks and duties involved)

Support:

• Resolving customer support enquiries from email, in person or phone requests
• Logging and maintaining all support requests in the IT Service Desk
• Taking ownership of service desk calls, resolving or escalating to the team when required
• Being flexible to meet the needs of the team to deliver core services.
• Taking an active part in helping to improve the service and contribute ideas for improvements where necessary.
• Maintaining and configuring existing hardware and reporting faults to third party companies

Main hardware/software supported:

• Microsoft 365 Suite: Proficiency in using and troubleshooting.
• LAN/WAN/VPN connectivity - Cisco and Palo Alto
• SQL Skills: Basic understanding of SQL querying and data manipulation for troubleshooting and reporting purposes.
• Specialist software–e.g. case management(liberate), digital dictation (BigHand), legal accounts.
• Software rollout as required using centralized deployment tools.

Maintaining IT systems and equipment

• PCs, laptops
• Peripherals (monitors, desk mounts, docking stations, etc.)
• Upkeep and maintenance of hardware inventory records.
• VMware servers
• Router/hubs/switches/wireless/telephone system
• Managed iPhones
• Promote Info Security staff awareness material and help to embed best practice during support engagements

Individual:

You will be hardworking and motivated. Ideally able to explore and resolve first line queries, using problem solving skills and technical knowledge to communicate clearly and professionally with service users at all levels. Key success criteria:

• Proven 3-4 years’ experience in IT support role.
• Have 1^st through 3^rd level Experience or IT professional qualification.
• Excellent customer service skills
• Professional manner

Ability to:

• keep accurate records.
• prioritise tasks and workloads.
• meet deadlines.
• work under pressure, whilst remaining calm.
• work as part of a team.
• communicate effectively in writing, by telephone and in person.
• Be friendly and approachable.

Process:

Management Support:

Reporting to the IT Manager

Communications:

Face to face and remote communication with staff

Training requirements:

To be discussed with the individual candidate

Hours:

7 hours per day, 5 days per week. The team covers first line support from 8am to 6pm.

The IT Support Analyst will be required to be flexible within these core hours.

Carson McDowell is a busy commercial legal firm with over 100 practicing solicitors and over 190 staff. IT staff need to be flexible, energetic and committed to keeping our business-critical IT systems operational to meet the needs of our clients. Occasional out-of-hours may be required to provide support or project assistance.