Support Analyst

We are looking for a Support Analyst to join the Service Delivery team in the London Office. The Support Analyst will be based in our London office within the Service Delivery team. Main purpose of the role: To provide 1^st and 2^nd line technical and application support to business users across all functional areas of the business. Primary responsibilities are to:

• Respond to user queries and help requests, gather information with regard to incidents or issues and try to resolve as quickly as possible.
• Maintain detailed records of user issues with software and hardware to enhance the BIS knowledge base, which allows knowledge to be disseminated across the department.
• Deploy new equipment and solutions to business users.
• Contribute to the identification, implementation and deployment of new business solutions.
• Respond to other operational requests (for example office moves) as requested by the Service Delivery Manager
• Providing or learning to provide in depth operating knowledge in at least one of the Gowling WLG core technology platform areas which cover:
+ Desktop Applications + Document Production + Information / Network Security + Infrastructure + Practice Management Systems (PMS) and Integration + Unified Communications + Web / online / mobile + Workflow and Automation
• Collaborating with colleagues across the BIS department
  
  We are looking for an individual who has experience working as a support analyst ideally within the legal profession or other professional services organisations, demonstrating experience of working with a range of technologies, especially the Microsoft Technology stack., IT and Business User experience, with sensitivity and commitment to business problem solving plus demonstrable experience of:
• Working within 1st & 2nd line service desks and/or floor based support teams
• Using technical knowledge to resolve issues
• Understanding service management principles
• expertise in operating with one or more of Gowling WLG’s core technology platform areas and willing to gain an excellent understanding of all BIS core IT systems
• Educating and knowledge sharing with colleagues
• Continuously improving self
• Knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence
• Demonstrated experience and ability in successfully utilizing "soft skills" or "people skills"
+ Evidence of strong interpersonal skills and conflict resolution expertise + Excellent client facing skills to liaise with clients at all levels + Good written and verbal communication skills, with the ability to effectively communicate business and technical concepts to non-technical people at all levels
• Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads
  
  At Gowling WLG we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work. Our aim is to fulfil everyone's potential and together to achieve personal and business goals.