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We are recruiting an IT Deskside Support Analyst to join our IT department.
What this means for you
Joining Macfarlanes means being part of a collaborative, approachable team who want you to succeed. You’ll be encouraged to get involved and recognised for your contribution.
We take your development seriously. Our learning and development programmes are second to none and are designed to help you strengthen your skills.
Above all, you’ll be part of a firm where we all work together as part of a cohesive and supportive team, value your efforts and help you to thrive.
Department overview
The firm's IT function is transitioning from a traditional reactive model providing white-glove service to its user base to a more forward-looking function that embraces newer technologies to support the firm’s strategic goals and ambitions whilst retaining a service-focused culture. The job holder's role will likely develop over time in conjunction with these changes.
The firm has an IT department of approximately 53 staff and is responsible for the delivery of all aspects of the firm's information technology systems and services, including all phases of design, build implementation and operations. The team is split into 4 core technology teams, Service Delivery (including service desk and deskside support), End User Computing, Infrastructure and Applications & Development. We also have a Project Management Office which sits across the IT Department.
Working within an ITIL framework and reporting to the Service Desk Manager, Deskside Support Analysts are responsible for the processing and coordination of appropriate and timely responses to incident reports and other support requests, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
The service desk operates 24x7 and the service is provided by third party. The Deskside Support team work closely with the Service Desk provider and the internal IT teams to ensure a seamless support experience for our user base.
The role
The individual will be required to carry out a broad range of good quality work. Key duties will include:
The job holder will also work with other relevant internal and external resources available to them, to:
This job description encompasses the main duties of the role and is by no means exhaustive. It is anticipated that duties may vary from time to time according to the needs of the practice area.
This role requires you to be in the office five days per week. Your line manager may adjust this requirement based on your progress and business needs.
The candidate
The successful candidate will ideally possess the following:
Strong technical knowledge of the following key products is preferred, including:
Ability to develop an understanding of the firm’s infrastructure, including:
Soft skills and Core Competencies
Application screening
Any offer of employment with us is subject to our pre-employment checks which are conducted by a third-party screening provider. These may include but are not limited to your professional and academic qualifications, any criminal records and employment references. These checks will be initiated with your consent and your offer will be subject to the successful completion of these checks.
About Macfarlanes
Macfarlanes is a pre-eminent law firm that serves a global client base in private capital, private wealth, M&A and disputes. Personal connection, an entrepreneurial spirit and a commitment to excellence are at the heart of our firm. These values drive our ability to deliver exceptional outcomes for our clients.
We are big enough to undertake the most complex and demanding mandates yet small enough to know each other well and to be agile, adapting to the needs of our clients. We seek to strengthen the firm by recruiting talented people from all backgrounds who want to build long-lasting and impactful careers with us. Our culture is challenging and supportive, creating an environment where individuals can thrive.
Our commitment to inclusion
Inclusion is one of our key priorities and it is a goal we are actively working towards. We believe that an inclusive, forward-thinking culture is intrinsically important and enables us to provide innovative solutions to our clients.
We welcome applications from people of all backgrounds, bringing different perspectives and experiences, making Macfarlanes an exciting and stimulating place to work. We seek to recruit the best candidates, regardless of age, gender, race, ethnicity, social or economic background, religion, disability, sexual orientation or any other characteristic.
As part of this commitment, we will ask you certain diversity data questions. We would really appreciate you and/or your recruiter completing these questions when submitting an application to Macfarlanes as this data enables us to measure our progress and identify any actions needed to continue to support an inclusive culture. This data is anonymised to maintain the privacy of applicants. If you have any questions relating to how this data is used, please contact a member of the recruitment team.
Should you require any adjustments during the application and/or interview process, please do not hesitate to inform your recruiter or a member of the recruitment team. Please note, the job description is available in other accessible formats (for example, large print).
We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the essential criteria for the role. If you would like to apply through the Disability Confident Interview Scheme, please email the recruitment team at recruitment@macfarlanes.com.