IT Support Analyst

Synopsis

As one of the world’s leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 4,000 people, including 2,400 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America. We are at the heart of the new global business landscape providing premium quality, full-service legal advice.


Minimum Requirements

• Entry level technical experience, or 2-3 years of experience within a similar role
• Proficiency in Windows 7, Windows 10, Office 2010 and Office 365
• Extensive understanding of desktop, laptop, printer, server and network hardware configuration and administration within a global organisation, particularly Dell, Cisco, Lexmark, Jabra and Mitel
• Understands the purpose and application of ITIL in the IT function
• Able to analyse business and systems issues and communicate them effectively at all levels of the firm
• A degree in Computer Science is preferred however, a MS certification and commensurate demonstrable work experience will also be considered
• Demonstrable experience of working as part of a team with a wide geographical spread and numerous international offices; ability to apply consistent systems and processes and also tailor solutions to the Johannesburg office when required
• Must be able to demonstrate success in a similar role. Candidate must demonstrate ability to deliver outstanding service in a high-pressure environment working in a relatively small office of a medium to large organisation
• Previous experience of supporting information technology within an international law firm would be a strong advantage
• "Can do" attitude, focused on meeting deadlines and on high quality deliverable
• Patience and the ability to remain calm under pressure
• Excellent people skills with the ability to influence, persuade and negotiate both internally and externally at all levels
• Strong teamwork skills and able to work under own initiative when required
• A positive, proactive approach to injecting enthusiasm and energy into the working environment
• Flexible approach to working hours


Role Description

• Visiting legal and support staff at their desks when necessary, to provide one-to-one assistance to resolve problems or provide training/awareness of the systems
• Providing IT training to new staff and lateral hires to ensure they are able to use the Firms IT systems effectively
• Ensuring that support calls are dealt with in a timely and professional manner and that all calls are logged in Service Now, the Service Desk Call Management application
• Overall support for all IT hardware and software in the office, including the Mitel telephony system, fax, photocopiers and mobile devices
• Providing technical support for the Audio Visual equipment in the conference rooms. Troubleshooting any issues internally, with third party suppliers and escalating as appropriate
• Dealing effectively with third party maintenance/support companies where necessary
• Providing support for all approved software applications used within the office
• Providing support for all hardware, including ensuring faulty equipment is repaired
• Maintaining an asset register and ensuring it is managed effectively and replenished within the required timescales
• Carrying out installations of new software and coordinating the implementation of new machines around the office
• Working with the automated build procedure to configure and prepare laptops and desktop PCs
Working closely with the London Infrastructure teams, ensuring the local machine room and network equipment is functional and performing as expected
• Raising and managing Johannesburg related Change Requests, liaising with the appropriate resources from other international offices and attending Regional Technical Review Meetings where appropriate
• Building strong relationships with the Firms IT teams worldwide in order to provide effective IT support to staff and acting as the local contact for IT support staff in London
• Gaining the trust and confidence of users in the office so as to act as a trusted adviser on IT issues and the needs of the office
• Implementing regular Training Needs Analysis (TNA) for the office. Identifying areas where different methods of training can be employed to enable staff to get the maximum benefit from the systems. Establishing a formal training programme
• Identifying through various methods (e.g. focus groups, 1-1), the systems requirements of the business and ensuring these are considered as part of any global project or activity
• Escalating to the relevant team(s) in London (where necessary) any IT issues that cannot be resolved locally in a cost effective manner
• Ensuring staff in the office are regularly updated of progress on issues raised


City: Johannesburg

Salary: Marcket related

Duration: Permanent