12 months ago
IT Support Analyst
Hours of work:
Standard office hours 9:00am – 5:30pm (Flexibility essential and some out of hours & weekend work occasionally required).
IT Support Manager (Scotland/Ireland)
Head of IT Operations, UK
Purpose of the Role:
Pinsent Masons is an international law firm with a long-standing reputation for delivering high quality legal advice, specialising in the Energy, Infrastructure, Financial Services, Real Estate and Advanced Manufacturing and Technology sectors. We currently have 23 offices worldwide and more than 3,000 employees and rank amongst the top 75 global law firms.
Pinsent Mason's vision is to be recognised as an international market leader in the global sectors in which we operate, and we recognise that we can only do that if we are serious about supporting our clients across key commercial centres.
In line with this vision, the firm will be launching a new base in Dublin and has brought together a team of three eminent practitioners to develop a practice that will initially focus on the Financial Services and Technology sectors.
The new office will target work initially from the 50 of Pinsent Masons top 250 clients who are present in Ireland, and will bring the total number of Pinsent Masons lawyers across the island of Ireland to 12 partners and over fifty lawyers.
We are therefore looking for a dynamic IT Support professional to manage the IT Support and Training requirements that this new office will bring and to ensure that both the technical and practical elements of our IT systems work seamlessly on a daily basis, particularly as the office grows in size. Although the only IT member of staff in the Dublin office in the first instance, you will join an established IT team of nearly 150 staff who are positioned in Pinsent Mason's offices across the globe and who pride themselves in working together to provide an optimum service.
We also have a centralised IT Service Desk in the UK providing 24/7 support that all IT issues should be logged with in the first instance. Calls will only be escalated where they cannot be resolved over the telephone and a Technical Services team will also be available to assist with more complex issues or major incidents out of core hours.
Technical Support Responsibilities
§ Provide support by both telephone (sometimes using remote control software) and desk side visits where appropriate to ensure quick resolution of problems. Support should also be provided for all Pinsent Mason's mobile devices and software applications.
§ Configure and maintain HP desktops and laptops both in the office and when customers are working remotely. This will include support of Citrix and VPN Remote Access.
§ Install, configure, support and troubleshoot software application and services including, all core bespoke business applications, Windows 7, Office 2010, Word Compare, Adobe, Worksite, Aderant, Carpe Diem, Webex, Internet Explorer, Windows 2010 Server, Terminal Services and Anti Virus software.
§ Install, configure & support VoIP telephone system (including Cisco Jabber) and setup different models of phone including Cisco 7800 and Cisco 8800 and manage the administration of these using Call Manager v10.
§ Install, configure & support all company mobile phones. Troubleshoot complex mobile device issues from both the device and our Mobile Device Management System.
§ Monitor mobility costs and expenditure and ensure all customers are working within the confines of the Firm's policies.
§ Provide technical support for all client facing and internal meeting rooms, in particular those with Video Conferencing or presentation equipment. Assist in preparing for meeting setups where audio visual or computer equipment is required.
§ Manage all IT supplier relationships for hardware, software and services, ensuring these are seamless, cost effective and meet the current needs of the Dublin office.
§ Manage all IT hardware ensuring this is audited and that minimum stock levels are maintained.
§ Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Policy (ISP).
§ Troubleshoot and manage the firms Ricoh MFD printers and scanning solution C5503.
§ Troubleshoot hardware and software problems for routers, switches, servers and UPS equipment and install, configure & support networking devices with specific reference to Cisco hardware.
§ Where necessary work with other teams within the IT Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution.
§ Use remote resolution methodologies such as SCCM to apply software upgrades, system changes and amendments as provided by other IT teams in accordance with Change Control procedures.
§ Log all calls into the Service Management software (vFire) to ensure that statistics and analysis of all calls can be made.
§ Ensure the departmental working practices are followed at all times and that any changes to systems or services are submitted to the Change Advisory Board (CAB) in the first instance.
§ Utilise the knowledge base, call management and traceability features of vFire to ensure that information learned can be reused for future calls. Document methods such that all relevant information (technical and informative) is entered into the knowledge bank to provide an effective means of sharing information across the department.
§ Report ongoing problems and issues requiring escalation to the IT Support Manager or the Head of IT Operations as appropriate to ensure resolution of calls within agreed timescales. Report to IT management on any call trends or patterns indicating potential problems that need to be proactively resolved (e.g. further training for Customers or widespread issues only occurring for your office).
§ Ensure that Customers are kept informed of the status of any outstanding calls and provided with regular updates on progress.
§ Work in accordance with documented policies and procedures; where appropriate suggest additional procedures or changes to existing procedures that need to be considered and may only be specific for your office.
§ Ensure that all asset and relationship information is updated within the vFire CMDB to reflect any changes.
§ Carry out 'ad-hoc' tasks to assist with the smooth running of the Dublin office and provide support for project related work to ensure a seamless transition for Customers.
IT Training Responsibilities
§ Facilitate starters and leavers within the business to ensure they experience a smooth transition from a technology perspective when joining and moving on from the Firm.
§ Carry out induction, refresher and ad-hoc IT Training for Customers to improve technical skillsets effectively reducing subsequent support calls.
§ Ensure that follow-up training procedures are implemented by applying quality checking and floor-walking to ensure effective learning is being applied in the workplace.
§ Assist with production of training materials and guides to assist Customers in optimising the way they work with technologies provided by the Firm.
§ Minimum 5 years experience working within an IT Support environment.
§ IT Degree or Qualification would be preferential.
§ Track Record of providing wide range of IT support and training in a corporate environment.
§ Minimum 3 years experience using MS Windows operating systems including MS Office suite to advanced level.
§ Minimum 3 years experience of SCCM for imaging and software deployment.
§ Minimum 1 year's experience using VMware and MS Server 2008 and/or 2012.
§ Minimum 1 year's experience of supporting mobile phones and mobile device management systems.
§ Customer focused, with experience of providing advice, guidance and training to customers within a demanding environment on a face to face basis, over the telephone and via e-mail with a proven track record of service delivery.
§ Demonstrate ability of working closely with team members across a number of geographic locations within a technical environment, both to obtain knowledge and to pass on accurate and factual information for escalation.
§ Self sufficient with ability to use initiative and to apply a lateral thought process to problem resolution.
§ Organised and methodical, with the ability to work to targets and goals.
§ Proven experience in the provision of all levels of end-user training and the aptitude to relate and adapt a diversity of training methods to business processes and practices.
Personal Qualities / Behaviours
§ Highly reliable with direct, honest and dedicated work ethic and approach.
§ Flexible outlook with willingness to cover additional workload when required.
§ Enthusiastic, self-motivated team player.
§ Organised, logical and efficient work style.
§ Patient, with the ability to remain calm under pressure.
§ Professional smart appearance.