IT Support Analyst

Birmingham, Full Time, Permanent

The role

You will be providing a full on-site helpdesk and IT support service to all staff, primarily focusing on the staff in the Birmingham Office but also providing remote support to staff in Norwich, Cambridge, London, Manchester, Leeds & Oxford Offices. Although this is a Birmingham based role, some travel to other sites will be required. Key duties and responsibilities include, but are not limited to;

• Carry out all routine tasks associated with operating and controlling the installed hardware and software including general maintenance, asset management, cleaning and testing of hardware. This may include multiple hardware and software platforms
• Carry out required monitoring, logging and reporting tasks, taking action on known or moderately complex problems and advising supervisor when specialist attention is required
• Participate on the firm’s service desk, processing up to 100 service desk tickets per week
• Accept data, media consumables and other items required for the processing of work, and takes responsibility for the movement, storage and despatch of such items as required
• Respond to enquiries from users and others and takes appropriate action within defined limits of responsibility to deal with processing of priorities, running tests or facilitating and overseeing installation, removal, upgrading and repair of equipment
• Instruct less experienced colleagues in the execution of routine tasks, particularly those tasks or procedures that relate to malfunction, safety and security ensuring that all clerical and administrative procedures are completed correctly
• Assist in the support and maintenance of the firm’s core IT infrastructure, including laptops and their operating systems, office and inter-office data networks, external/Internet network connections, and telephone systems
• Assist in the maintenance of the firm’s application software systems including the Microsoft Office suite, Practice Management System, Interaction CRM system, Worksite document management system, etc…
• Configuration of directories and user distribution lists
• Assist the IT Support Management Team with the installation (or modification to) computer hardware, peripherals, cabling and software

The person

Given the challenges of this role, it is likely that your background and experience will show:

• Prior experience of working in an IT Helpdesk environment
• You have some awareness of basic data patching
• You are familiar with workings of laptops, PC hardware, printers and scanners

The role additionally requires someone who:

• is self-managed and confident in setting and prioritising their own work agenda. Meeting targets and fulfilling agreements even when adverse circumstances prevail
• has excellent written as well as verbal communication skills and is able to demonstrate that they can convey complex matters in a way that different audiences can understand

The package

As you would expect, the firm offers a generous salary and benefits.  The firm’s standard benefits are detailed in the following link:

https://www.mills-reeve.com/careers/benefits

The Mills & Reeve Business Services career structure

We have a firm wide Business Services career structure and a published career progression framework.  Within the firm wide career structure there are five career levels.  For the purposes of the framework, this role is at an Assistant level and the role profile that details the outcomes and activities expected of across the firm is included with this job description.  Further information on the firm’s Business Services career structure is available from the HR team.

Pre-employment screening

Please note that, in the event that we make an offer of employment, we will conduct pre-employment screening that includes, but is not limited to, a basic DBS check, right to work check, any disciplinary history recorded with the Solicitors Regulation Authority (SRA) and a self-declaration to assess your character and suitability for the role.  A full policy of the screening the firm undertakes is available on request.

The firm

Mills & Reeve is a major UK law firm renowned for its outstanding service to national and international clients, for its collaborative culture and for its deep sector expertise.

The firm has a strong sector focus with expertise in agriculture, charities, education, food and beverage, health, insurance, private wealth, real estate investment, sport and technology. Clients include businesses from PLCs to start-ups, high net worth individuals and landowners, more than 120 universities, colleges and education bodies and over 100 healthcare organisations.

This is an ideal opportunity to build your skills and experience with a major UK law firm, listed as one of the “Sunday Times 100 Best Companies to Work For” for the last 20 years - the only law firm to achieve this.

We are also proud to have been awarded Platinum Investors in People status this year.  The firm joins a select club of only 6% of 50,000 assessed organisations awarded the coveted platinum status.

The firm is also delighted to report for the eighth year running we were named as one of Roll On Friday’s ‘best law firms to works at’.

And finally

Mills & Reeve is committed to providing an inclusive and supportive working environment. We are happy to consider flexible working arrangements and endeavour to achieve the right balance for both our people and the business. This attitude to flexible working ensures we continue to provide outstanding service to our clients, whilst allowing our people to develop their careers in the knowledge that personal priorities will remain just that.

Mills & Reeve is committed to promoting equality, diversity and to providing an inclusive and supportive environment. Please click the link below to find further information regarding our diversity policy.

https://www.mills-reeve.com/about-us/diversity-and-inclusion

If you would like any more information about Mills & Reeve, you can visit our website by clicking on the following link:

http://www.mills-reeve.com/

Job Description