Stevens & Bolton LLP
Technology Support Analyst
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Technology Support Analyst
We are seeking a Technology Support Analyst to join our T&D department. The overall responsibilities of the role include; answering, logging and responding to T&D support issues that are received over the phone, via email, chat platforms (Zoom / Teams), or in person. In addition, you will be required to assist in resolving these issues over the phone, via remote desktop, through desk visits, or escalating them to other T&D team members. It is expected that over time, as skills are transferred and you gain more experience of our environment, that you escalate fewer issues and resolve these at the initial phase.
This is an internal client-facing role which requires a high-level of professionalism and good customer service, with a motivated approach to dealing with staff members. The T&D department is continuously focused on improving customer service levels and response times through the development and maintenance of excellent working relationships with staff members. We promote and encourage the adoption of new systems along with existing policies and procedures.
Key Responsibilities
User Support
- To respond in a timely manner to emails or telephone support calls, and to ensure that the “client’s” level of expectation is established, communicated and satisfied.
- To log every call, and maintain call records in appropriate detail, using our service desk software.
- To deal with and resolve T&D issues; over the phone, by remotely connecting to PCs, through desk visits, or by escalating appropriately to internal T&D team members.
- To ensure that end-users comply with the firm’s T&D policies and report any contraventions to your manager, the Technology Operations Manager, or the Head of T&D.
- To provide regular feedback of operational and support experiences to your manager and offer recommendations as to how these might be revised or enhanced.
- To install all end-user hardware and software when required, and to help maintain a stable end-user environment.
- To manage the provisioning and allocation of mobile and remote solutions and to assist end-users in the use of these.
- To participate in an out-of-hours support rota, including occasional weekend and evening work, ensuring continuity of support services outside standard business hours (shift allowance applicable).
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Administration and Housekeeping
- To ensure that adequate documentation is always produced or made available.
- Over time, you will be expected to build knowledge of our systems and processes, reducing the need for escalation and resolving more issues at first contact.
- To help maintain the fixed asset register and software inventory for all T&D assets.
- To contribute to the development and maintenance of all T&D documentation and the knowledge base.
- To deliver, set-up and move equipment to work desks. Training of manual handling will be provided.
Qualifications and Experience
- Able to demonstrate practical service desk experience, ideally within a professional services environment, including use of call logging software and managing workload to meet user expectations.
- We would also consider candidates with a relevant IT qualification (e.g. college or university) who can demonstrate a genuine interest in technology, strong problem-solving skills, and a willingness to learn, even if they have limited hands-on experience.
- Experience of dealing with calls either by answering or escalating them and prioritising own workload to meet user expectations.
- Proficient in supporting Microsoft 365 Apps for Enterprise, and other popular software products (e.g. Adobe) would be advantageous.
- Practical experience of setting up and troubleshooting networked PCs – mainly laptops and printers.
- Practical experience of setting up and troubleshooting mobile phones – specifically iPhones.
- Experience of troubleshooting Windows desktop operating systems (e.g. user profiles on Windows 11).
- Knowledge of specialist legal software such as iManage Work 10, Litera suite, BigHand, Intapp Time, etc. would be advantageous.
- Degree and / or Microsoft (or similar) accredited training would be advantageous.
- To prioritise and manage their own time and workload and be conscientious regarding record keeping.
- To effectively communicate ideas and enthuse others by building and maintaining good working relationships with staff members, the T&D team and external support companies.
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Personal Attributes
- A team player with a professional approach to their career. Excellent communication skills at all levels, should be customer focused, and able to prioritise / manage client expectations.
- Enthusiastic self-starter with a ‘can do’ attitude and displays a willingness to learn. Calm under pressure and able to meet tight deadlines.
- Great customer service and written and oral communication skills – able to communicate with fee earners as well as support staff and 3rd party providers.
- Demonstrates a commitment to continuous learning and self-development, proactively keeping up to date with emerging technologies (including AI), tools and best practices, and applying this knowledge to improve service delivery.
- To be professional at all times when dealing with users (i.e. remain calm, patient and polite).
- To deal efficiently and effectively with all support calls from members of staff with differing levels of competency and escalating these when necessary.
- Possesses both initiative and a collaborative approach to problem solving.
- Proven experience of being adaptable to cultural requirements and to embrace ambiguity and flexibility.
- Excellent organisational skills, attention to detail and commitment to high standards.
- Flexible and willing to support urgent work though to completion when required.
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