IT Support Analyst

Cambridge, 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 Cambridge Office but also providing remote support to staff in Norwich, Birmingham, London, Manchester, Leeds & Oxford. Although this is a Cambridge 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:

• A keen interest in 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’d expect, we offer a competitive salary and a wide range of benefits. You can find out more about our core staff benefits here. 

Pre-employment screening

If we make you an offer for a role, we will conduct a range of pre-employment screening. This will include, but is not limited to, a basic DBS check, right to work check, address verification, any disciplinary history recorded with the Solicitors Regulation Authority (SRA) and a self-declaration to assess your character and suitability for the role. Full details of our screening process are available on request.

Our business services career structure

Here at Mills & Reeve our business services career structure has five levels and a clear progression framework. This role fits within the Assistant level of our framework, and the job description includes the types of activities expected for this type of role. If you’d like more information on our career structure, our HR team will be happy to provide further details.

The firm

Mills & Reeve is centred on achieving more for clients, their businesses and the wider communities we serve.

Our clients and their industries benefit from our knowledge and learning – on everything from wellbeing, diversity and inclusion to global trends. The wider community benefits from a focus on sustainability in client and business decisions.

Clients get a consistent experience with no surprises – we tell them what they need to know, when they need to know it. Our sector and market expertise helps us understand clients’ issues. And our technology and innovations help them achieve more with less effort.

We build personal relationships, with advice individually tailored to individual need. And if clients need things we don’t offer, we draw on our network to give recommendations.

Our 1,250 plus people and over 750 lawyers share one vision – achieving more for clients.

By joining Mills & Reeve, you’ll have the chance to build your skills and experience within a firm that’s not only ranked in the top 50 UK law firms, but also one that truly values their people. Our mantra is “Achieve more. Together.”, which we feel embodies our purpose and is more than just a catchphrase!

We’ve been listed in the Best Companies to Work For list the last 20 years - the only law firm to have achieved this, and we hold Platinum Investors in People status, something which only 6% of 50,000 assessed organisations achieve. We’ve also been ranked in the top 10 of RollOnFriday’s Best Law Firms To Work At list for the past eight years, taking the top spot in 2018, 2019 and 2020.

Don’t just take our word for it though. Have a read through our People Perspectives to find out more about some of our team and their experiences at Mills & Reeve.

And finally

Everyone at Mills & Reeve brings a unique perspective and ideas to the team and we do everything we can to help each person to thrive. We’re committed to providing an inclusive and supportive working environment, are happy to consider flexible working arrangements, and want to achieve the right balance for both our people and the firm. We encourage everyone to ask if they feel they need any workplace adjustments, and will do our best to support with these.

Promoting equality and diversity across our firm is a key pillar of our strategy, and our five staff networks are an integral part of this. To find out more about our diversity and inclusion work, visit our webpage here.

Want to find out more?

If you’d like any more information about Mills & Reeve take a look at our website. 

Job Description