Senior Support Analyst

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• Term type:

  Permanent

• Department:

  IT

• Location:

  London

The firm

Boodle Hatfield has been providing practical advice to businesses and individuals for over 300 years. Our clients come from a wide range of sectors, both in the UK and internationally, and include some of the most well-established owner-managed businesses and property companies as well as fast-growing entrepreneurial enterprises and ultra-high net worth families. Our chief priority is helping our clients achieve their commercial objectives, whatever form their business takes.

Our approach is to become the long-term trusted adviser to leading wealth creators and owners as well as their commercial and investment enterprises. Having a holistic view of our clients' structures and affairs means we can leverage this to provide the most appropriate and commercial advice to them. This approach has enabled us, throughout our 300-year history, to help our clients successfully navigate the continually changing and sometimes challenging markets in which they operate.

With a history like ours, we know we are built to last. But this isn`t the time to rest on our laurels but instead a chance to reflect and build on our heritage. We are merely today`s custodians of the Boodle Hatfield name, and we want to create a legacy that our successors will be just as proud of.

The department

The role will work within a friendly technical team, alongside other Senior Support Analysts, and the wider IT team. The candidate will also work with other support departments within the Firm to ensure the effective use and performance of IT systems.

A focus on excellent service delivery to all users is top priority. The individual will take a technical lead on designated projects and service delivery improvement initiatives.

The role is based in the Bankside office. The candidate will also support the Mayfair and Oxford offices too, which may require occasional site visits. The IT team cover core hours, working through an early/late shift pattern.

In addition, participation in a weekly emergency on-call rota is required. This service provides critical out of hours IT support to the business and operates for all other hours outside the core hours (on a rota basis).

There will be other out of hours working, both evenings and weekends, depending on project delivery and BAU requirements. Flexibility in working hours is sometimes needed.

Summary of role

The Senior Support Analyst is responsible for the delivery of all 1st / 2nd line user support and technical problem resolution across a wide range of systems.

This role is particularly focussed on investigation and resolution of day-to-day user related system issues and service requests. It will also be involved in process and continual improvement tasks to assist in the development of the user experience and the successful delivery of legal services to the Firm's clients. In a small team flexibility is essential, which also provides the opportunity to get involved with a wide range of systems, issues and strategically aligned activities.

Skills and experience

Responsibilities

Monitoring and taking ownership of incidents and service requests received related to:

• Hardware including (but not limited to) PC`s, laptops, netbooks, printers and mobile phones.
• Software including the Microsoft 365 Office suite, Windows 10 / 11, iManage, Intune, SCCM, IntApp, Interaction, Elite 3E, BigHand, Adobe, Oyez Forms, DocsCorp suite and any other software packages / systems used by the Firm.
• Any appropriate administrative tasks required relating to back-end systems, IT Support and processes.
• Troubleshooting: diagnosing and testing issues raised in relation to all hardware and software and escalating calls where necessary to 3rd line support and third-party suppliers where needed.
• Working with third party suppliers to ensure a timely resolution of issues raised/changes needed.
• Monitoring and updating the IT service desk system; prioritising and following-up calls and ensuring that users are supported in a timely and effective manner.
• Providing administrative and ad-hoc support as directed.
• Maintaining and updating the existing system documentation, procedures, knowledgebases and user guides as directed.
• Any other responsibilities reasonably assigned by the Head of IT, Head of Business Intelligence & Systems or the IT Director, including support of ongoing projects.

Skills

Candidates must have excellent technical knowledge and a thorough understanding of the majority of the IT systems / technologies listed below:

• MS Active Directory
• MS Exchange Online
• MS Windows 10 / 11
• MS Intune
• MS Office 365
• MS Azure Virtual Desktop
• iManage 10 Work
• Elite 3E
• InTapp Open
• LexisNexis Interaction
• BigHand
• Desktop hardware

Equal opportunities

Boodle Hatfield is committed to providing equal opportunities in employment through its inclusive and supportive environment. This means that everyone who either applies to or works for the Firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs. We are fully committed to a working environment in which all people can excel.