Boodle Hatfield has been providing practical advice to businesses and individuals for 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.
To commemorate our 300 year anniversary, last year we rolled out an extensive programme of activities, each of which sowed the seeds for the future success of others – our local neighbourhoods, the wider legal profession, and of course our valued clients and our own team. |
Working with the wider IT team, the Desktop Support Analyst will cover 1st & 2nd line technical support of the firm's users, picking up calls escalated from the outsourced service desk or direct to the internal IT department.
The role will cover support for a wide range of hardware and software; including desktop PCs, laptops, mobile phones, tablets, telephones and conferencing systems.
The IT Support Analyst will assist the support team and work with external suppliers to ensure the efficient and effective use and performance of the firm’s IT systems.
The role is based in the firm's Bankside office with some working from home. The candidate will be required to support the Mayfair and Oxford offices which could involve occasional site visits. The candidate must be flexible to work a shift of 8am - 4pm, 9am - 5pm or 10am - 6pm as needed.
Responsibilities
- Monitoring the IT Service desk and responding to allocated calls; prioritizing and following-up calls and ensuring that users are supported in a timely and effective manner.
- Taking ownership of tickets assigned and using your knowledge, experience and persistence to work through to a successful resolution of the issue.
- Supporting hardware including (but not limited to) laptops, PC's, iOS Devices, MFD's etc.
- Supporting software including the Microsoft Office 2016 suite, Exchange online mailboxes, Mimecast, Windows 10/11, Elite 3E, iManage DMS, Intune InterAction, IntApp Open, Bighand, Oyez Forms, PDFDocs, Mitel telephony, Zoom and any other software packages / systems utilised by the firm.
- Reimaging and preparing laptops for new starters and supplying equipment to users as required.
- Maintaining and updating the IT equipment asset management register.
- Day-to-day administration and support of the firm’s applications and systems, ensuring that the firm’s policies and procedures are followed at all times.
- Running early morning checks on overnight processes; Running investigating and resolving any unexpected events.
- Keeping the existing system documentation, procedures, knowledge-bases and user guides updated as required.
- Assisting the Reception team with the use of AV & VC equipment in the meeting rooms.
- Any other responsibilities reasonably assigned by the Head of IT.
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Candidates must have excellent understanding of how to support IT systems within a busy law firm, have supported the majority of the systems listed above and be keen to learn about the others.
Methodically troubleshooting; diagnosing and testing sometimes complex issues raised in relation to all hardware and software and escalating calls where necessary to third line or third party suppliers where appropriate.
Person Specification
Will work as part of a small team and must possess excellent teamwork and relationship building skills with ability to deal with Partners, Fee Earners and clients at all levels.
Other important qualities are as follows:
- Analytical, structured and logical approach to problem solving, with excellent attention to detail.
- Effective communicator with good listening skills.
- Sound planning and time-management skills and the ability to prioritise effectively.
- Flexibility of approach when faced with multiple priorities and commitments.
- Proactive and highly organised and capable of managing conflicting priorities and deadlines. Able to balance a varied workload.
- Positive, customer service focussed attitude.
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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. |